[BimmerSFo]

Hi everyone,
below, you are about to see my email to BMWNA and Corporate regarding my experience with BMW Tire Warranty and Peter Pan Service - to be exact.

please advice if there is anything I can do regarding this.

thank you!!! in advance!!!

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Hello BMWNA Customer Relations Department.

I currently have a BMW Tire Warrantee (TW-TIER2 as it says on the contract)

I have used it previously on one occasion, and was very surprised how easy and painless the process was.

It was done at BMWSF and my usual Advisor, Jorma Nottbohm was as best as always. My tire got a nail on the road, I came in, got a loaner within 30 minutes as they had to order the tire. The next day my car tire was repaired and it was ready for pickup at 1pm. 100% star customer service as always. I have only had BMWs in the past 14 years and have always been taken care off as well as any issues at all.

Last week, March 4th, 2014 my wife was driving on the road and lots of stuff fell from the truck and she didn’t notice anything in particular but the next morning when I started driving, 4 of my tires gave the light. I took a quick walk around and noticed nails in the front tires.

So while going to work I decided to take the car to Peter Pan BMW Service in Burlingame. I have never taken my car there as I don’t trust anyone else but BMWSF but it was the best bet for me to take it there since I work 1 block away.

Eric Edwards was my advisor he quickly asked what happened and I mentioned to them that my wife “randomly drove into construction stuff.” I didn’t pay attention as I thought they might make me write it up or call someone and then I would tell them exactly what happened (as it usually happens in insurance claims). Nope that was it.

The main reason why the 4 tires have nails – wife was driving on 280N and some truck has debris fall out on the freeway, and she drove over it. Is that her fault that on the night of 03/04/15 there is nails/garbage falls out of the truck @ 11pm at night? I would honestly hope that it’s not! I believe that’s called ROAD HAZARD.

SEVEN LONG DAYS (5 business days) I was waiting for any response from ERIC (he did follow up here and there but no exact answers), driving the loaners, 1st was broken, 2nd was ok. But it was an X1 and totally not happy with it, but moving on….. Eric calls me and says, “Tire Insurance denied the claim based on the nails. Pick you your car ASAP as I need the loaner back today”

Not knowing what to do, I went and picked up the car.

Issue with car: 4 tires have nails
BMW Peter Pan says one thing, Claims Status on website says REASON FOR DENIAL – NAIL IN SIDEWALL
Claim # under: 1481701

My car is NOT drivable since its leaking air and I have paid $1500 for tire insurance when I bought it from also a Great Guy, Danny Andrade in BMW of Concord. I bought 7 other cars from him as well within the past 14 years. Thee best customer service I have ever received from anyone. I email/call with my request and my new car is ready for pick up at the best possible price within days. Yes I was talked into the tire warranty but I believed in it after my first accident with it last year, but this time -- UNACCEPTABLE, and I honestly blame Peter Pan / Eric Edwards for that.

Why is it denied? No specific reason.

And the worst part of this is that the Advisor, Eric Edwards, did not even try fight it or even argue with the denial claim.
His responses were soft and just seemed like he doesn’t care.

Me and my family as well as my wife now has been a loyal customer since 2000 by having the following cars:
E39 540 / e90 335 / e70 X5 / F10 528 / F30 328. I have talked to everyone about the tire warranty when I had the issue last year and I have talked everyone in getting one because I thought the service was great! Well this time, I will make sure to mention otherwise and will point out that Peter Pan Service, doesn’t care and will do try to help their loyal customers.

Please understand that this email is for the sole purpose to understand the issue and why am I not being covered when I did everything I was told.

I understand if the tire thread is too low, sure – don’t cover that, but to give me a vague answer and pretend it solves the problem, not going to stand a chance.

I am going to make sure that I will get to the bottom of this and will take all the pictures of the nails and send it wherever is needed.

You can always reach me at ***.***.9796 to go through the issues and go over the outcome, but in the meantime, this email will go out to BMWNA Customer Relations, Bob Gee (Peter Pan Service Director), Safe-Guard Claims as well as Yelp and BMW forums just to express my emotions regarding Peter Pan BMW Service Department, Eric Edwards and BMW Tire Warranty.

I am honestly hoping to get reply back within the next 24 hrs.


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UPDATES*****
03/12 @ 8am - Spoke with Sherry in BMWNA, she called Safe-guard and told them to reinvestigate and I appreciate her help.
03/13 @ 7am – Henry from Safe-Guard (SG) called me – superviser – said the following: “I have never ran into an accident where garbage falls from a truck and I pop my tires, so I will deny this claim because I do not believe this” this was his response.
03/13 @ 1pm – Steven (director of BMW Peter Pan called) said he will take a look at the issue and call me back.
03/14 @ 9am – received a call from BMWNA Garrett 1-800-831-1117, he apologized and said, “there is nothing we can do sorry, I will file an official complaint with SG and we are sorry”. I told him that I want to speak with his manager and that is not acceptable and he said someone will get back to me within the next 3 business days.

So far that’s the news I have.

[MELLOWYELLOW06]

What is the difference if nail goes in the middle of the tire tread our side wall, other than the fact that a nail in the side wall is a total loss of the tire. That should totally be covered. Plus their job is to deny and the SA job if to fight for you.

I remember when I broke a front wheel abd ripped the tire, my selling dealer told me not to even bring it in, because they won't enter look at aftermarket. But my servicing dealer, Nick Alexander, told me to bring it and said I will fight to get it done. Took a week, but got a new MRR wheel and Nitto tire.

Good luck and keep us posted.

[MickyD'bo]

I hope you get a good response...

[MoTastic_2]

I am in this predicament now, I was offered this warranty today for $1500 and was debating if it was worth it.

Should I get it or not?

[MELLOWYELLOW06]

I got it for all four cars.
Hoping I never have to use it.
Considering all this, I think it is worth having.

I paid 1200 though it was a year ago.

[MoTastic_2]

but if you put after market rims on than it doesnt cover them right?

[JamRWS6]

Originally Posted by MELLOWYELLOW06

What is the difference if nail goes in the middle of the tire tread our side wall, other than the fact that a nail in the side wall is a total loss of the tire. That should totally be covered. Plus their job is to deny and the SA job if to fight for you.

I remember when I broke a front wheel abd ripped the tire, my selling dealer told me not to even bring it in, because they won't enter look at aftermarket. But my servicing dealer, Nick Alexander, told me to bring it and said I will fight to get it done. Took a week, but got a new MRR wheel and Nitto tire.

Good luck and keep us posted.

Runflats are replaced and not repaired under the BMW warranty. Given this the idea of a nail in the sidewall normally would mean intention and not road hazard. I'm assuming this is why the claim was denied. However, if the nail isn't in the sidewall on all 4 and clearly show intent they shouldn't be denying the claim.

[MELLOWYELLOW06]

Originally Posted by MoTastic_2

but if you put after market rims on than it doesnt cover them right?

It doesnt say anywhere in the contract that aftermarket is excluded.

[scoobdawg]

I have the BMW Tire Warranty and haven't had any issues when 2 f my RIMS were dented getting them replaced - That being said - Aftermarket wheels are 100% excluded - When I was purchasing non-runflat snow tires for my 535 - I had a long conversation with the Tire insurance folks to make sure I still had coverage - They stated that as long as I use BMW recommended Tires (Size only/specified on the drivers side door) and did not have aftermarket wheels I would be covered - Any aftermarket wheels would void the warranty

Originally Posted by MELLOWYELLOW06

It doesnt say anywhere in the contract that aftermarket is excluded.

[wrickem]

It's not the first time I have read around here about poor customer service at this dealership with the silly name. I agree, they should never have denied your claim and hope it works out for you. Good luck!

[Black5]

Thanks for sharing now I know where not to go. I hope things work out for you tho..

[MoTastic_2]

Ya I have been told aftermarket are not covered. That is good to know because the $1500 I would spend on that, i can just use that and buy an aftermarket set of rims and tires with a little on top of that.

On a side note, you can go to discount tire and buy tire warranty on your NEW tires when you first purchase the car for a fraction of that amount and they still cover everything.

[BimmerSFo]

Spoke today my my usual advisor in BMWSF and he mentioned to call BMWNA.

Called BMWNA and spoke to a very nice lady, she called Safe-Guard and was talking to them for about 30-45 minutes. Came back with the following: got them to review the claim again so please give them 24-48 hrs and I should hear back.

so now waiting again.....

thank you all for your support

[lyngyanshao]

Plus their job is to deny and the SA job if to fight for you.

[TheGr8Swami]

This issue comes up from time to time and I'm glad more customers are contacting BMWNA to express issues with SafeGuard's Wheel
& Tire Protection!

[BimmerSFo]

updated the convo with everyone:

UPDATES*****
03/12 @ 8am - Spoke with Sherry in BMWNA, she called Safe-guard and told them to reinvestigate and I appreciate her help.
03/13 @ 7am – Henry from Safe-Guard (SG) called me – superviser – said the following: “I have never ran into an accident where garbage falls from a truck and I pop my tires, so I will deny this claim because I do not believe this” this was his response.
03/13 @ 1pm – Steven (director of BMW Peter Pan called) said he will take a look at the issue and call me back.
03/14 @ 9am – received a call from BMWNA Garrett 1-800-831-1117, extension 7603 he apologized and said, “there is nothing we can do sorry, I will file an official complaint with SG and we are sorry”. I told him that I want to speak with his manager and that is not acceptable and he said someone will get back to me within the next 3 business days.

So far that’s the news I have.