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I'm a wife, mother and grandmother. I'm opinionated. I contradict myself frequently. Most of all, I love my kids. I believe in them. I fight for them. They're weird and wonderful. If you want to know more, here's a bunch of other stuff from my old site.

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Awful Customer Service at Fields BMW

  • by Marisa
  • October 2, 2008

I probably wouldn’t have believed it if I hadn’t called myself.

My friend, Jeremy Hilton, is having a problem with Fields BMW in Florida. In a nutshell, he brought his vehicle in for one problem and left with three new, unrelated ones. The response from the service department at Fields has been rude and arrogant.

After tweeting and stumbling his post, I called Fields myself. (Phone Number removed per Jeremy’s request) I did not curse; I was polite. I stated that I was calling on behalf of Jeremy Hilton to let them know that I’m appalled at the lack of service he received from them. The response? “Oh, so you believe everything you read online?” And when I mentioned that I know Jeremy Hilton (met him recently) the response was then, “OH! So you know him? Okay.” As if knowing him makes any difference.

When asked why it was any of my business, I explained to her that I am a consumer, that I’ve had bad service previously, and that I believe in standing together for a common good. The woman was very obviously perturbed while retaining an arrogant tone.

So, if you’re reading this, head on over to Jeremy’s blog and read his account. Retweet his message, stumble his post, post about it yourself. And do call the customer service number to voice your support of Jeremy. Just be sure to be nice. Oh, and pass the number on to anyone who might want to call. There’s power in numbers and sometimes it takes a large number of us “little people” to make big things happen.

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What Others Like You Have Said

12 Responses to “Awful Customer Service at Fields BMW”

  • Marisa,

    You’re awesome.

    It just not right that companies have the power to push people around. On top of feeling completely dejected, I was forced to see my wife distraught over the experience. We’ve had a real bad run of luck lately with vehicles and this was the straw that broke both of our backs.

    Thanks again for your support.

    Jeremy Hilton

    only background Jeremy HIlton (3 comments.)October 2,. 2008 in the in the late evening

  • Customer’s always right and should receive the service they want. That’s what I and my co-partner in business tells and remind our employees to do or else we lose the customer.

    only background E.Lijesta (0 comments.)October 3,. 2008 in the mid-afternoon

  • Lousy BMW, they always think they are better than others. I have called and left a message for Jeremy. It is sad that companies think they can get away with treating customers like that. Thanks for sharing and hopefully something gets done.

    only background Orange Beach Real Estate (1 comments.)October 3,. 2008 in the in the late afternoon

  • LOL.. I like the idea. i sure will call them. If they want to remain in the market then they should listen to the customer and should satisfy them.

    only background Jeffrey (1 comments.)October 4,. 2008 in the mid-morning

  • I thought Companies like BMW have good customer service.But news has suprised me.

    only background Sam (1 comments.)October 4,. 2008 in the just before lunchtime

  • Nice move Marisa. I really like the idea. Just give me the number and leave rest to me :) . Big companies don’t do such mistakes. They should satisfy the customers in all way to capture good market share. Else they will lose every thing.

    only background Hudson (0 comments.)October 5,. 2008 in the in the early morning

  • LOL! Good luck to you guys. Companies have gone unregulated for too long. The customer’s always right just isn’t a philosophy many companies respect anymore. It’s true that some people try to take advantage of companies, but that companies try to take advantage of customers is about a million times truer.

    only background Karen (1 comments.)October 5,. 2008 in the in the early afternoon

  • I passed the number to my friend in CA. We always need better customer service.

    only background denver (2 comments.)October 5,. 2008 in the mid-afternoon

  • honestly, you’re buying a very expensive automobile in a BMW, you’d think the customer service would be at least up to the level of the price you paid right? guess not. Good for you standing up for a fellow blogger

    only background baker (0 comments.)October 6,. 2008 in the in the early evening

  • My husband was self employed for 20 years, he had a picture gallery. You learn very early on that customer care and satisfaction is paramount. If they are not happy you don’t get paid! But apart from that rather flippant statement, it feels good to give a good service, get return customers and positive feed back.
    I’m so sorry to read your sad story. I think some organisations just get too big, and the staff know they will get paid no matter what.
    Chin up. As my gran used to say, “it won’t always be dark at 7″.

    only background judith (1 comments.)October 15,. 2008 in the around lunchtime

  • We won the battle! Social Media Wins!

    Thanks everyone for your support, you made the difference!

    Marisa – would you be so kind to remove Tina’s number? Thanks!

    only background Jeremy Hilton (3 comments.)October 20,. 2008 in the at around evening time

  • YAY! We did it!

    Number removed. :)

    only background Marisa (0 comments.)October 20,. 2008 in the in the late evening