wspollack
Well-known member
I had occasion recently to attempt (for the first time) to use BMW Roadside Assistance ("BMWRA"), which, in the USA, is included as part of our warranty. I mentioned this in passing in my recent post about flat tires (https://www.bmw-scooters.com/index....of-two-flat-rear-tires-in-as-many-weeks.3153/), specifically:
So I called BMW Roadside Assistance (which is included during the warranty period). I didn't get anywhere with them, either: after a little more than two hours of phone and text communication, they said that I was on my own, make my own arrangements, they couldn't provide assistance at my location, and I would be reimbursed. That's an on-going story, and I just filed my claim paperwork a few days ago (and haven't heard back yet).
Here's a more complete report, in case anyone's interested.
I called BMWRA at around 2pm on Tuesday, June 4, and explained that my C 400 GT was disabled, as it had a flat rear tire that I was unable to even temporarily fix. (I carry a 12V pump and two types of plugs, but was unable to find any hole and unable to get any air to stay inside. The tech at a BMW dealership later wrote on the invoice, "rear tire has gash that is causing air to leak -- replace tire.")
I also gave my location, of course. I was at the Sloatsburg Travel Plaza, northbound on the NY Thruway, i.e., I-87. This is about 50 miles north of NYC, and about 100 miles south of Albany.
Starting about 15 minutes later, I got a few text messages, e.g., "We'll update you shortly." And, "We apologize for the wait. We are searching for the best available provider." And so forth. This went on for about two hours, including some texting back and some phone calls on my part.
Then, for a final contact, I received a phone call from BMWRA, telling me that BMWRA could not provide assistance to me, that I needed to make my own arrangements, and that I would be reimbursed for my expenses. I wish that I had a text message for this, or had recorded the call, but that was the gist of the final phone call. I protested, but to no avail.
As I said in that flat-tire report, I then tried the AMA (whose response wouldn't have solved my immediate needs). I had also called my wife, after BMWRA, so I managed to get home. And a NYS trooper called a tow truck for me.
Yesterday, my wife and I made the two-and-a-half-hour drive down to Max BMW's shop (one of four locations) in New Milford, CT. I picked up the bike, with two new tires on it, and rode home on back roads, while my wife took the highways back.
Here's some potentially useful information for your folks -- at least I hope so:
1) Save your receipts.
2) I don't know why BMWRA couldn't send a tow truck for me. Maybe it's because the Thruway -- a toll road -- has special requirements for what tow trucks are allowed on the road. I really don't know, though, and the rep at BMWRA, during that last call, didn't provide an explanation.
And here are some snippets from some email messages:
Me [June 6]:
After some sporadic text messages, about two hours later I was informed via a telephone call from your representative that no assistance would be available for me from you folks, and that I would have to make my own arrangements regarding getting my motorcycle towed somewhere.
I was very disappointed in your lack of help -- I might as well not have had your roadside assistance coverage, in which case I would have made productive use of those two hours. But that is a subject for discussion some other time.
Right now, the subject is reimbursement for my expenses. I was told by your representative that, given your inability to assist me, I would be reimbursed for my expenses.
These expenses have now encompassed: an initial towing of the motorcycle to a shop about three miles away from where it was disabled; a day's storage charge at that shop; and now a van trip to a BMW motorcycle dealership.
I would now like to know the procedure for submitting documentation of these expenses, and any other aspects of my being reimbursed for them.
BMWRA [June 6]:
Thank you for contacting BMW Roadside Assistance. We are sorry to hear you had a disabling event, to be able to initiate your reimbursement request, please provide the following information:
BMWRA [June 11]:
Hello,
Please provide the below requested documentation within 5 business days or we will have to close the case.
Me [June 11]:
You're joking, right?
Put another way:
1) Part of your "requested documentation" is "a copy of the repair order from the certified BMW dealership."
2) The "certified BMW dealership" in question here is Max BMW of New Milford, CT. That dealership picked up my disabled BMW C 400 GT motorcycle on Thursday, June 6 (after it had been in storage for two days at a towing facility nearest where I was forced to conclude my journey).
I telephoned the service department at Max just yesterday, and was informed that the technicians MAY begin examining my motorcycle late this week, or perhaps next week. Feel free to contact that dealership yourself, if you like: https://www.maxbmw.com/contact
3) Given point 2, above, it is virtually assured that I will not be able to comply with the requirement of point 1, above, within five business days.
Please acknowledge that you fully understand this situation, and that you will waive this inappropriate and unacceptable requirement.
BMWRA [June 11]:
Hello,
We will reopen the case when you provide the requested documentation.
Me [June 19]:
Having recieved the invoice from Max BMW, New Milford, CT, earlier this afternoon -- June 19, 2024 -- I have now completed the form that you had enclosed in an earlier email message.
The amount I am to be reimbursed is $403.00, comprising:
- $177.03 for an initial towing charge, which towing was arranged by a New York State Trooper, i.e., a law-enforcement officer, to have the motorcycle towed to the nearest towing facility shop, which was about three miles away.
- $140.89 for two days' storage at the towing facility's shop; an employee of Max BMW had informed me on June 4 that two days hence was the earliest that they could pick up the motorcycle.
- $80.00, plus $5.08 in tax (at CT's 6.35% rate), for the pick-up charge by Max BMW, which is about 70 miles from the towing facility's shop and was the nearest BMW motorcycle dealership.
In addition to the completed form, I have attached PDF copies of those three invoices.
Note that as well as specifying the "Pickup & Delivery Fee," the invoice from Max BMW also constitutes the "repair order from the certified BMW dealership where repair was completed as result of the tow" requirement that you noted earlier.
Me [June 24]:
It has now been five full calendar days -- three full business days -- since I submitted the required reimbursement form and its supporting documentation. I would appreciate some sort of confirmation message that my reimbursement request has been approved, and when I may expect payment.
BMWRA [June 25]:
Thank you for supplying your documentation - we have approved and processed.
You will receive an email once the check has been printed for mailing. The check will arrive within 4-6 weeks from you receiving that email. The envelope will be marked “[snip]” and the pale orange check shows the return address of “[snip]”. BMW will not be mentioned any place on the envelope or check.
So, it looks as if I will be reimbursed in full for the arrangements that I made (with the help of a trooper and also the service dept. at Max of New Milford). If that really comes to pass -- I actually get the check -- that's the "Good" part of the this "... Good & Bad" report.
So I called BMW Roadside Assistance (which is included during the warranty period). I didn't get anywhere with them, either: after a little more than two hours of phone and text communication, they said that I was on my own, make my own arrangements, they couldn't provide assistance at my location, and I would be reimbursed. That's an on-going story, and I just filed my claim paperwork a few days ago (and haven't heard back yet).
Here's a more complete report, in case anyone's interested.
I called BMWRA at around 2pm on Tuesday, June 4, and explained that my C 400 GT was disabled, as it had a flat rear tire that I was unable to even temporarily fix. (I carry a 12V pump and two types of plugs, but was unable to find any hole and unable to get any air to stay inside. The tech at a BMW dealership later wrote on the invoice, "rear tire has gash that is causing air to leak -- replace tire.")
I also gave my location, of course. I was at the Sloatsburg Travel Plaza, northbound on the NY Thruway, i.e., I-87. This is about 50 miles north of NYC, and about 100 miles south of Albany.
Starting about 15 minutes later, I got a few text messages, e.g., "We'll update you shortly." And, "We apologize for the wait. We are searching for the best available provider." And so forth. This went on for about two hours, including some texting back and some phone calls on my part.
Then, for a final contact, I received a phone call from BMWRA, telling me that BMWRA could not provide assistance to me, that I needed to make my own arrangements, and that I would be reimbursed for my expenses. I wish that I had a text message for this, or had recorded the call, but that was the gist of the final phone call. I protested, but to no avail.
As I said in that flat-tire report, I then tried the AMA (whose response wouldn't have solved my immediate needs). I had also called my wife, after BMWRA, so I managed to get home. And a NYS trooper called a tow truck for me.
Yesterday, my wife and I made the two-and-a-half-hour drive down to Max BMW's shop (one of four locations) in New Milford, CT. I picked up the bike, with two new tires on it, and rode home on back roads, while my wife took the highways back.
Here's some potentially useful information for your folks -- at least I hope so:
1) Save your receipts.
2) I don't know why BMWRA couldn't send a tow truck for me. Maybe it's because the Thruway -- a toll road -- has special requirements for what tow trucks are allowed on the road. I really don't know, though, and the rep at BMWRA, during that last call, didn't provide an explanation.
And here are some snippets from some email messages:
Me [June 6]:
After some sporadic text messages, about two hours later I was informed via a telephone call from your representative that no assistance would be available for me from you folks, and that I would have to make my own arrangements regarding getting my motorcycle towed somewhere.
I was very disappointed in your lack of help -- I might as well not have had your roadside assistance coverage, in which case I would have made productive use of those two hours. But that is a subject for discussion some other time.
Right now, the subject is reimbursement for my expenses. I was told by your representative that, given your inability to assist me, I would be reimbursed for my expenses.
These expenses have now encompassed: an initial towing of the motorcycle to a shop about three miles away from where it was disabled; a day's storage charge at that shop; and now a van trip to a BMW motorcycle dealership.
I would now like to know the procedure for submitting documentation of these expenses, and any other aspects of my being reimbursed for them.
BMWRA [June 6]:
Thank you for contacting BMW Roadside Assistance. We are sorry to hear you had a disabling event, to be able to initiate your reimbursement request, please provide the following information:
- Please provide a copy of the repair order from the certified BMW dealership where repair was completed as result of the tow.
- Fill-out and return the attached PDF form to this email.
- Provide copy of the out-of-pocket towing invoice
BMWRA [June 11]:
Hello,
Please provide the below requested documentation within 5 business days or we will have to close the case.
Me [June 11]:
You're joking, right?
Put another way:
1) Part of your "requested documentation" is "a copy of the repair order from the certified BMW dealership."
2) The "certified BMW dealership" in question here is Max BMW of New Milford, CT. That dealership picked up my disabled BMW C 400 GT motorcycle on Thursday, June 6 (after it had been in storage for two days at a towing facility nearest where I was forced to conclude my journey).
I telephoned the service department at Max just yesterday, and was informed that the technicians MAY begin examining my motorcycle late this week, or perhaps next week. Feel free to contact that dealership yourself, if you like: https://www.maxbmw.com/contact
3) Given point 2, above, it is virtually assured that I will not be able to comply with the requirement of point 1, above, within five business days.
Please acknowledge that you fully understand this situation, and that you will waive this inappropriate and unacceptable requirement.
BMWRA [June 11]:
Hello,
We will reopen the case when you provide the requested documentation.
Me [June 19]:
Having recieved the invoice from Max BMW, New Milford, CT, earlier this afternoon -- June 19, 2024 -- I have now completed the form that you had enclosed in an earlier email message.
The amount I am to be reimbursed is $403.00, comprising:
- $177.03 for an initial towing charge, which towing was arranged by a New York State Trooper, i.e., a law-enforcement officer, to have the motorcycle towed to the nearest towing facility shop, which was about three miles away.
- $140.89 for two days' storage at the towing facility's shop; an employee of Max BMW had informed me on June 4 that two days hence was the earliest that they could pick up the motorcycle.
- $80.00, plus $5.08 in tax (at CT's 6.35% rate), for the pick-up charge by Max BMW, which is about 70 miles from the towing facility's shop and was the nearest BMW motorcycle dealership.
In addition to the completed form, I have attached PDF copies of those three invoices.
Note that as well as specifying the "Pickup & Delivery Fee," the invoice from Max BMW also constitutes the "repair order from the certified BMW dealership where repair was completed as result of the tow" requirement that you noted earlier.
Me [June 24]:
It has now been five full calendar days -- three full business days -- since I submitted the required reimbursement form and its supporting documentation. I would appreciate some sort of confirmation message that my reimbursement request has been approved, and when I may expect payment.
BMWRA [June 25]:
Thank you for supplying your documentation - we have approved and processed.
You will receive an email once the check has been printed for mailing. The check will arrive within 4-6 weeks from you receiving that email. The envelope will be marked “[snip]” and the pale orange check shows the return address of “[snip]”. BMW will not be mentioned any place on the envelope or check.
So, it looks as if I will be reimbursed in full for the arrangements that I made (with the help of a trooper and also the service dept. at Max of New Milford). If that really comes to pass -- I actually get the check -- that's the "Good" part of the this "... Good & Bad" report.
