Beware Dick Lovett Bristol

[stevegriff]

Bought a R1250GS Trophy from Dick Lovett Bristol, 2 years in the engine casing paint started bubbling around the join to the cylinder head. Took it to them for inspection and they apparently wrote a report to BMW UK stating that the bike was not cared for. This is a load of bull. They are refusing to rectify the issue.
Took it to another dealership for service and they tried with BMW uk to sort out the issue but because the complaint was already dealt with there was no joy.
Dick Lovett 12000mile service £620 other dealership £380 same service.

 

[glenn2926]

Bought a R1250GS Trophy from Dick Lovett Bristol, 2 years in the engine casing paint started bubbling around the join to the cylinder head. Took it to them for inspection and they apparently wrote a report to BMW UK stating that the bike was not cared for. This is a load of bull. They are refusing to rectify the issue.
Took it to another dealership for service and they tried with BMW uk to sort out the issue but because the complaint was already dealt with there was no joy.
Dick Lovett 12000mile service £620 other dealership £380 same service.

Sorry to hear of your paint problems. Thanks for the service costs prices. They’re much cheaper than my Triumph 12000 mile service at around £800.

 

[wessie]

have you made a formal complaint challenging the view?
what neglect do they claim? What evidence have they provided to verify the neglect? Have you seen the actual report?

Rather than moaning here, write a formal complaint rebutting their claims to
Daniel Hicks
Head of Business - Official BMW Motorrad Dealership in Bristol
as given at https://www.dicklovett.co.uk/bmw-motorrad/dealerships/bristol/contact
use recorded delivery

 

[stevegriff]

have you made a formal complaint challenging the view?
what neglect do they claim? What evidence have they provided to verify the neglect? Have you seen the actual report?

Rather than moaning here, write a formal complaint rebutting their claims to
Daniel Hicks
Head of Business - Official BMW Motorrad Dealership in Bristol
as given at https://www.dicklovett.co.uk/bmw-motorrad/dealerships/bristol/contact
use recorded delivery

spoke to the service manager, they are refusing to send me the report

 

[russ996duke]

Bought a R1250GS Trophy from Dick Lovett Bristol, 2 years in the engine casing paint started bubbling around the join to the cylinder head. Took it to them for inspection and they apparently wrote a report to BMW UK stating that the bike was not cared for. This is a load of bull. They are refusing to rectify the issue.
Took it to another dealership for service and they tried with BMW uk to sort out the issue but because the complaint was already dealt with there was no joy.
Dick Lovett 12000mile service £620 other dealership £380 same service.

That's bad to hear, I had issues with them a while back due to their service manage being a right plonker, but thought he had left/been sacked. I resolved my warranty issue by contacting BMW Motarrad UK direct, they arranged for my local dealer to take it on and fix issue. M&P Cardiff (who were not outstanding in most respects but at least got the job done).
You're welcome to moan here as much as you wish, there are lots on here who can offer helpful advice

 

[Orinoco]

Sorry to hear this. They must have had a change since my F800GT, similar issue with pain pealing from the sump and other parts, BMW UK refused to sort it, but the dealership sorted it as they thought UK HQ decision was wrong.

Hope you get it resolved

 

[RallyeGS]

I had a similar issue with my R1200GSA. 2000 miles into my ownership and this happened. Complete engine was replaced by Bahnstormer Alton, no questions asked. These big franchises like Dick Lovett are, in my experience, only interested in selling vehicles. Customer care thereafter is a swear word!

 

[wessie]

spoke to the service manager, they are refusing to send me the report

hence write to the chap I mentioned, asking to see the report

they are seemingly accusing you of neglect so he needs to provide the evidence

as mentioned above, if this does not prove satisfactory, escalate the matter to BMW UK HQ. There are probably people here who can give you a named contact but you need to tackle the dealer principal first.

 

[tjmouse]

hence write to the chap I mentioned, asking to see the report

they are seemingly accusing you of neglect so he needs to provide the evidence

as mentioned above, if this does not prove satisfactory, escalate the matter to BMW UK HQ. There are probably people here who can give you a named contact but you need to tackle the dealer principal first.

100% this. If I was in your position I’d complain direct to BMW HQ with a subject access request to Dick Lovett for all records they hold on me.

Kick up a storm and don’t let them get away with it. If you do it will just enable them to do the same to other customers

 

[no01bignige]

I feel part of the problem is the number of complaints BMW are getting now!

 

[TIJ650]

I feel part of the problem is the number of complaints BMW are getting now!

Actually heard they’ve been changing entire engines for bubbling paint.

 

[Greg Masters]

spoke to the service manager, they are refusing to send me the report

Submit a Subject Access Request

 

[Hartley]

Had the bubbling paint issue on my 21 plate Ga at 18 months old. BMW authorised full casing swap (buggered if I know how this is more cost effective than new engine.)

I loved that bike and I’ve documented what occurred on here before but it wasn’t a good experience.
I chopped it in and bought a GSA.

 

[Pepsi]

Submit a Subject Access Request

That’s exactly what I was about to suggest.
Stipulate that you want all data they hold on you including evidence they apparently posses evidencing that you have neglected your bike.
Contact Trading Standards regarding a breach of contract by the dealer.
Contact BMW HQ.
Park outside their dealership and actively dissuade any potential customers from buying bikes by making them aware of your experience.
Get an independent quote from elsewhere to rectify the paint issue and send the dealer the quote with a letter of intention. (I think it’s called).
But most importantly of all, going forward if you have the need to communicate with the dealer do it by email so that there is a non disputable audit trail of your discussions.

 

[Buzzbomb]

If you have legal cover either on your bike policy or even house insurance contact them and make them aware of the situation, then going forward you may be able to get help from a solicitor to help you fight your corner, often once the dealer sees that you intend to bring in the cavalry they yield as they know when their beat and don’t want to start racking up costs to fight you, I have used this approach on occasion and found it quickens the pace quite a bit, hope all ends well for you though

 

[the woodster]

Actually heard they’ve been changing entire engines for bubbling paint.

Not anymore I am told. Took my 21 plate to Sycamore at Whitham a few weeks before the end of my warranty last year. Same issue as the OP. They submitted a report to the mothership and all my engine cases were changed on warranty.

 

[the woodster]

IMHO at this stage, having exhausted the process with Dick Lovett, you simply need to serve a letter on them under the Consumer Rights Act 2015. There are plenty of templates online. Just amend them to outline your circumstances. I'd think carefully before taking some of the advice offered. Remain reasonable no matter how they act. You can go to the mothership but Dick Lovett should be your target, as you bought it from them. The warranty is an 'extra' supplied by BMW and it will be much harder to challenge it. Just stick to the 'unfit for the intended purpose' at this stage. In the meantime, seek an approved engineer to conduct an independent report. You may not need it but it helps to have one ready to use.

I hope you are a patient person.

 

[siddo]

Bought a R1250GS Trophy from Dick Lovett Bristol, 2 years in the engine casing paint started bubbling around the join to the cylinder head. Took it to them for inspection and they apparently wrote a report to BMW UK stating that the bike was not cared for. This is a load of bull. They are refusing to rectify the issue.
Took it to another dealership for service and they tried with BMW uk to sort out the issue but because the complaint was already dealt with there was no joy.
Dick Lovett 12000mile service £620 other dealership £380 same service.

I have the same and in the same area.
It was logged at June service at Witham. They said to check again before warranty ends in October.

 

[siddo]

Not anymore I am told. Took my 21 plate to Sycamore at Whitham a few weeks before the end of my warranty last year. Same issue as the OP. They submitted a report to the mothership and all my engine cases were changed on warranty.

Positive for me this post.

 

[PitaNaanRoti]

Same issues with me. Claimed I did not looked after the bike, despite me having 5 other GS,s Current bike and one previously from Dick Lovetts. Complained to BMW UK. Their advice was to take to another dealer. Did that and they said the bike have been looked after submitted a report to BMW Motorad. Claim rejected as it had previously been refused. The would not reopen the original claim. After numerous emails final response was…

Hello Ian

Thanks for your recent response to BMW Customer Service.

I'm sorry you're not happy with the outcome of your TSARA case - I understand your frustration.

I'm unable to overturn the decision made by BMW Technical as this was considered by their team of trained technicians and they're the highest point of escalation within BMW diagnosing. Their decision is final.

When they consider cases there are several factors which they take into consideration before making a decision. It appears that on this occasion those parameters weren't met and therefore, your case for TSARA was declined.

I'm sorry this won't be the outcome you desired however, your complaint was dealt with at the highest point of escalation and can't be overturned.

If you don’t think we’ve been fair, you might want to contact our industry regulator, The Motor Ombudsman. They’re there to make sure we’ve acted reasonably and in line with industry codes.

For more information, please visit https://www.themotorombudsman.org/.

I wish you all the best moving forward.

If you need anything in the future, aside from this complaint, please do get in touch. This will be our final response in relation to this complaint.

Kind regards

Amin
BMW
United Kingdom
Amin Akbar
Customer Service Consultant
BMW Customer Support
Summit ONE
Summit Avenue, Farnborough
Hampshire, GU14 0FB

Tel: +44 (0)370 5050 160
Email: [email protected]
Web: www.bmw.co.uk


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So basically a big not a hope !,,,,



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You need to escalate it to Steve Bellars. Doubt it will have crossed his actual desk.