Customer Service Associate - Kylamae Mann

BMW Parts Manager – Steve Powers

BMW Roadside Assistance will tow the vehicle from public roadways (ⓘ) No unsurfaced roads or tracks, made of materials such as sand, gravel, riverbeds, mud, snow, rocks, and other natural terrain. to the nearest BMW dealership; additional charges may apply if a customer requests a further location. See link below for additional exclusions/restrictions that may apply.

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BMW Roadside Assistance

(800) 332-4269 or (800) 497-9940 BMW i3 or i8 Owners

• New Vehicles:
  4 years from the original in-service date, with no mileage restrictions.
• Certified Pre-Owned Vehicles:
  6 years from the original in-service date, with no mileage restrictions.

MINI Roadside Assistance

(866) 646-4772

• 4 years from the original in-service date, with no mileage restrictions.
  

The third party service provider(s) listed below can tow a vehicle to this dealership. However, customers are advised to check their insurance policy for possible roadside coverage.  If a vehicle was involved in a collision/accident and also requires service it must be taken to the collision center first for repairs (see Collision drop down).

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Cape Way Towing
(781) 826-2051
Distance from Dealership: within 10 miles

• If using a referred towing company, charges can be billed directly to the customers’ Repair Order (RO).
• If using a non-referred towing company, payment maybe required by the towing company upon delivery.

Insurance Claims

To possibly avoid upfront costs, customers should file an insurance claim (ⓘ) Coverage/Compensation can be submitted for Collision, Accident, Vandalism or Theft based on the customer's policy  prior to arranging repairs. The insurance provider will determine cost (if any) for towing/repairs based on insurance coverage. If repairs are done prior to starting a claim, the customer may be responsible for all costs and for obtaining reimbursement (if any) from their policy provider.

Collision and Service Inquiries

If a vehicle was involved in a collision/accident and also requires maintenance service it must be taken to the collision center for repairs first. The collision center will coordinate service.

Customer Pay/Cost Inquiries

• GP1 Collision Centers:
  GP1 Collision Centers offer complimentary visual inspections and estimates. If a customer later decides to file an insurance claim additional fees may apply.

• Third Party Collision Centers:
  For cost inquiries from a third party collision center, the customer will need to speak with that facility directly.

Below are eligible locations customers can use or they can have their insurance provider recommend a repair facility.

The Collision Center
61 Accord Park Dr #100,
Rockland, MA 02370
(781) 291-3071
Distance from Dealership: within 5 miles

Highway Autobody
195 VFW Drive
Rockland, MA 02370
(781) 871-2345
Distance from Dealership: within 5 miles

Some manufacturers offer a "locate your parked vehicle" feature accessible through their app. To view a list of manufacturers that offer this feature, click here.

A vehicle could be towed to an impound lot for a number of reasons such as being illegally parked, left behind due to inclement weather, street cleaning, or abandonment. 

City/County Towing Database (ⓘ) Some metro locations have publicly accessible systems that track impounded/towed vehciles.: None found

• Customers who suspect their vehicle was towed should contact whichever police department has jurisdiction in the place where the car was towed from (all wrecker services notify local police).

Additional Information:

• Impounded from a private property/business.
  1. Look for towing signs on the property, or ask the property owner which wrecker service they used to tow vehicles. 
  2. Owners can also contact whichever police department has jurisdiction in the place where the car was towed from (all wrecker services notify local police).

If a vehicle is suspected stolen, the customer should contact authorities immediately. 

If an owner is enrolled in an additional security plan offered by the manufacturer or third party, police will coordinate with the provider to locate the stolen vehicle.

• Stolen Vehicle Locator -  To view a list of manufacturers that offer this feature, click here.
• Lojack Enabled - Customer should report the theft through Lojack.
  (police report can be filed through the app) 

Additional Information:

• If not enrolled in any additional security plans - Customers will need to contact whichever police department has jurisdiction in the place where your car was stolen and report the theft.

Tiny and Sons
(781) 826-6163
Distance from Dealership: within 15 miles

If customers have inquiries about a call they received or a missed call please refer to the priority notes or the communication logs.

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In some cases, customers might have been contacted about their upcoming Condition Based Service (CBS) by Epsilon (BMW's teleservice partner).

Car Washes and Exterior Details cannot be performed in rainy/snowy weather or freezing temperatures  (32 °F or lower). To see weather forecast, click here.

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Coupons - must be presented at the time of write up - may be displayed with smart phone / tablet or printed. Max discount on any service without coupon proof is 10%.

• Available: To all (via online or mailers).
• Current Online Specials: click here (BMW) or click here (MINI) for Current Online Coupons/Specials.
• Competitor Coupons: Accepted – from other BMW dealerships.
• Expired Coupons: Accepted – from other BMW dealerships up to 30 days.

Promos - emailed and should not be offered/advertised to customers that do not have an available promo in their Xtime profile.

• Available: For specific customers/vehicles (via email or Xtime).
• Current Promos: Vary - if a customer is eligible for a promo it will be listed in a "Promotions" drop-down when scheduling. If eligible, add to service visit.
• Competitor Promos: Promos are only offered via Xtime.
• Expired Promos: Expired promos will not appear in Xtime (no longer valid).

Super Savings Day - occur monthly and have designated specials for specific days and services. Offers cannot be used at other locations.

• Available: To all (via online or mailers).
• Current Super Savings Day: Vary - see (SDC) Super Savings Day & FAQs for offers.
• Competitor Super Savings Day: Not Accepted – only available for the specified store.
• Expired Super Savings Day: Not Accepted – only available for the specified date(s).

Recurring Offers - available for eligible customers (ex: senior citizens, military), but not necessarily advertised. Recurring offers do not expire unless specified.

• This dealership does not have any recurring offers.

• Schedule as Allowed - If there is no availability, notify the customer they can come in, but wait time/repair time cannot be guaranteed (vehicle must be inspected first).
• Submit Contact Form only if there is no availability and customer will be coming in.
• Refer to Roadside Assistance; (Multiple options; See REFERRALS) to verify jump start/towing coverage, if needed.

Please note the images above are examples – they are not the only icons that can depict emergency scenarios

Dedicated Express Lanes: No; all vehicles must use the same service entrance lanes.

HomeLink is packaged as a standard feature, bundled within a specific trim level, or as an option on most new vehicles. It allows customers to wirelessly open/close garage door or front gates.

For questions, activations or aftermarket purchase, refer customer below:

Homelink 

(800) 355-3515

An Ignition Interlock Device (IID) requires the driver to provide a breath sample before the engine will start. If the IID detects alcohol on the driver's breath, the engine will not start. The driver will be periodically required to provide breath samples to ensure the continued absence of alcohol in their system for ignition to remain on.

Device installation, issues, removal:

• Do Not Schedule (dealership is not authorized to work on this device).

Maintenance/repairs on vehicles with IIDs: 

• Schedule as waiters only (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals and submit Contact Form.

• Do Not Schedule.
• Refer to the Sales Dept. (Ext. 5456 BMW; 5457 MINI).

This dealership does not have a Loyalty program.

• Pre-Purchase / Pre-Buy Inspections (ⓘ) Customer is wanting to buy a third party vehicle and would like vehicle inspected before buying.: Refer to Xtime for pricing and conditions.
• Appraisals / Cash Offers (ⓘ) Customer is wanting to sell vehicle to dealership.: Do Not Schedule, refer to Sales (Ext: 5456).

• Schedule as allowed.
• Vehicle and registered owner must be present for code to be provided.
• Registered owner must present picture identification (Driver’s License).

Navigation Updates:

• Map updates can be purchased online at shopbmwUSA.com (instructions for map updates can be found on www.BMW.com (Map-Update section).
• Map updates can also be purchased through the parts department.

Schedule as Allowed

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Procedure:

• Do Not Schedule as a stand-alone service (state regulations require walk-ins for this inspection).

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Items Required:

• Drivers must provide a current (and active) registration document with a valid vehicle identification number (VIN) that matches the one found on the left front side of the dashboard.

Requirements that must be disclosed:

• Dealership cannot perform State Inspections on vehicles with duel wheels in the rear (ⓘ) These vehicles are considered Heavy-duty trucks (weigh 10,001lbs or more) & require a Commercial Motor Vehicle Inspection. 
• State Inspections are first come, first serve.

Additional Information:

• This state requires annual emissions and safety inspections.
• State inspection reports are no longer printed (unless the vehicle fails). If a customer needs a copy, they can go to the state's official website - Massachusetts Vehicle Check (www.mavehiclecheck.com). 
• Vehicle Inspection FAQ - a quick list of Frequently Asked Questions.

Source: www.mavehiclecheck.com

How to Use 

Customers can reach the dedicated Genius team for product questions at BMW 1-844-4GENIUS (443-6487) - for available hours click here.

A Genius can assist with how to use:

• Navigation.
• Bluetooth.
• BMW Start-Stop Feature - feature cannot be turned off; disabling concerns should be redirected to BMW 1-844-4GENIUS (443-6487).
• Hands Free Dialing.
• Audio System.
• Voice Commands.
• Cruise Control.
• Climate Control.
• Smart Access System.

Issues/Concerns

If customers are reporting that any of the items above are not working please schedule a service visit with an advisor.

Vehicles impacted by vandalism (ⓘ) Vandalism is when a person intentionally damages the property of another. should be referred to the Collision Center (Multiple options; See REFERRALS). If a customer has Comprehensive Insurance (to see coverage details click here) they should reach out to their provider first.

If the damage affects both, refer to  Collision (Multiple options; See REFERRALS) (they will coordinate with Service). 

• Saturday: Schedule as allowed, please note repairs/diagnostics could carry over to the next business day. Advisor will provide more information during initial meet. 
• Sunday: Service Dept. CLOSED.

Windshield/glass work, including tinting, cannot be performed during Holidays or during rainy/snowy weather; to see the weather forecast, click here.

Client relations (ⓘ) Manufacturer reps can assist customers with general inquiries, recall concerns, complaints, etc. can be reached in multiple ways.  To see options click on the supported brand: BMW / MINI

Contact information is typically located at the bottom of the linked page.

Drop Offs:

• Customer will have their own transportation.

Early Bird/After Hours:

• Advise customer to use the envelopes provided to place their keys in the drop slot located on the service drive.
• Customers should sign the envelope to authorize repairs.

Wait times for repairs will vary widely since an accurate repair/wait time cannot be determined until diagnosis has been performed by the technician.

Conducted By: Dealership or Lyft as needed

Operates: During Normal Service Hours

Travel Distance: 10 Miles

Requirements (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals:

• Brand: BMW & MINI only.
• Year: No Restriction.
• Vehicle Mileage: No Restriction.
• Total Duration: 36min or more.

Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older.
• Valid Driver’s License.
• Valid Major Credit Card (ⓘ) Major credit card networks: Visa, Mastercard, American Express or Discover. Not Accepted: Debit, pre-paid, or digital cards (regardless of network logo on card)..
• Current Proof of Full Coverage Insurance (to see coverage details click here).

For security reasons, customer must present the items listed above each time a Service Loaner is released.

Early/Late Loaner Pickup:

• Loaner can be picked up after 4 pm the day before but contact the drive to verify if loaner is on site.

Loaner Models:

• This dealership did not provide information regarding models.

This dealership cannot guarantee a specific model for a loaner vehicle. 

Additional Policy Information (to be disclosed by advisors):

• Pets: No pets are allowed in the loaner vehicle (only exception is a Service Animal that is trained to perform tasks on behalf of persons with disabilities).

For the welfare of our drivers, valets are not allowed for:
drivability concerns, safety issues or emergency scenarios.
Valets are also not allowed for insurance claims.

  Requirements (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals:

• Brand: BMW & MINI only.
• Year: No Restriction.
• Vehicle Mileage: No Restriction.
• Total Duration: 36min or more.
• Travel Distance for Pickup: Vehicle must be within 75 Miles from dealership for pickup.

Additional Policy Information:

• Always book with Loaner.
• Driver Departure Times: Refer to Xtime for availability.
  (Arrival times could vary based on weather, location, traffic, etc.)

Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older.
• Valid Driver’s License.
• Valid Major Credit Card (ⓘ) Major credit card networks: Visa, Mastercard, American Express or Discover. Not Accepted: Debit, pre-paid, or digital cards (regardless of network logo on card)..
• Current Proof of Full Coverage Insurance (to see coverage details click here).

For security reasons, customer must present the items listed above each time a Service Loaner is released.

Loaner Models:

• This dealership did not provide information regarding models.

This dealership cannot guarantee a specific model for a loaner vehicle. 

Additional Policy Information (to be disclosed by advisors):

• Pets: No pets are allowed in the loaner vehicle (only exception is a Service Animal that is trained to perform tasks on behalf of persons with disabilities).

Do Not Schedule.

Must be booked/modified/canceled by advisors (submit Contact Form).

Program: The Mobile Assist program allows customers to arrange vehicle service at their home or office.

Dealership Participation: Yes

Requirements:

• Brand: BMW only.
• Year: No Restriction Provided.
• Vehicle Mileage: No Restriction Provided.
• Eligible Services: 
  • Recall #15V318 Driver Frontal Air Bag.
  • Recall #17V047 Driver's Frontal Air Bag.
  • Recall #19V015 Inflators In Sports Steering Wheels May Explode.
  • Recall #19V698 Driver Frontal Air Bag.

Additional Requirements: 

• Same-day Mobile Assist not available (store will coordinate availability with customer)
• Radius: No Restriction Provided.
• Location Arrival Times/Driver Departure Times: Will be discussed by Coordinator.
  (Arrival times could vary based on weather, location, traffic, etc.)