Reitmeir's Werkstatt Inc

★★★☆☆

Automotive

Automotive
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In May 2007 I brought my 318i to Reitmeirs because both rear windows had stopped working (one was up, one was down). Eric said that the problem would likely be fixed by a new relay module. Eric said that the part would arrive on May 10. I called on May 10 and Eric said BMW had sent the wrong part but that they could fix it by the next day. After several attempts to get through on May 11, I was told at 3pm to call back at 4pm. At 4pm after several attempts, I was put on hold for 10 minutes by Jeff at which point I hung up and drove over.\r\n\r\nI arrived at Reitmeirs and Jeff said the ordered part was not the issue. Jeff stated that the right window motor was burnt and that there might be another problem with another component. As we were talking about the problem, WE SAW SMOKE BILLOWING FROM THE LEFT REAR WINDOW SLOT OF MY CAR. Jeff yelled to his assistant to disconnect the battery but the left motor had already burnt out. Both rear windows were now open. I asked them to halt work on the car and try and roll up both rear windows. Jeff could not get them back up manually because now both motors were burnt out.\r\n\r\nTheir bill had a charge of $256 for 2 hours of labor on the windows which was supposedly a discount from 4 hours actually spent. I argued about the bill with Jeff and Eric for over an hour. I did not want to pay for work on the windows because the car was worse off for having been at Reitmeirs - they misdiagnosed the issue and I had witnessed them destroy my left window motor. I felt it was likely they had burnt out the right motor when I was not present. Jeff stated they were not negligent and that the damage just ""happened"" and that ""nobody"" was responsible for it. After a lot of arguing, Jeff removed one hour of labor, $128. It then cost me $574 to fix the now broken rear window motors (above the cost for the original problem). I tried to recover these expenses via a credit card complaint to no avail but eventually Reitmeir's settled for an additional $128.

0
★☆☆☆☆

In May 2007 I brought my 318i to Reitmeirs because both rear windows had stopped working (one was up, one was down). Eric said that the problem would likely be fixed by a new relay module. Eric said that the part would arrive on May 10. I called on May 10 and Eric said BMW had sent the wrong part but that they could fix it by the next day. After several attempts to get through on May 11, I was told at 3pm to call back at 4pm. At 4pm after several attempts, I was put on hold for 10 minutes by Jeff at which point I hung up and drove over.\r\n\r\nI arrived at Reitmeirs and Jeff said the ordered part was not the issue. Jeff stated that the right window motor was burnt and that there might be another problem with another component. As we were talking about the problem, WE SAW SMOKE BILLOWING FROM THE LEFT REAR WINDOW SLOT OF MY CAR. Jeff yelled to his assistant to disconnect the battery but the left motor had already burnt out. Both rear windows were now open. I asked them to halt work on the car and try and roll up both rear windows. Jeff could not get them back up manually because now both motors were burnt out.\r\n\r\nTheir bill had a charge of $256 for 2 hours of labor on the windows which was supposedly a discount from 4 hours actually spent. I argued about the bill with Jeff and Eric for over an hour. I did not want to pay for work on the windows because the car was worse off for having been at Reitmeirs - they misdiagnosed the issue and I had witnessed them destroy my left window motor. I felt it was likely they had burnt out the right motor when I was not present. Jeff stated they were not negligent and that the damage just ""happened"" and that ""nobody"" was responsible for it. After a lot of arguing, Jeff removed one hour of labor, $128. It then cost me $574 to fix the now broken rear window motors (above the cost for the original problem). I tried to recover these expenses via a credit card complaint to no avail but eventually Reitmeir's settled for an additional $128.

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Both rear windows on my 1997 318i stopped operating with the right rear window stuck open. I decided to try Reitmeirs because of a friend's recommendation and the fact that I had recently moved to Los Altos. In retrospect I wish I had brought it to my original mechanic (German Motor Specialists in Sunnyvale).

I brought the car to Reitmeirs on May 8 stating the problem and also asking them to check the brake pads and disks. Eric called back that afternoon stating that the window problem would very likely be fixed by installing a new relay module and said the total charge would be approximately $400. They also recommended replacing front brake pads and discs and rear brake pads. They stated that the part for the windows would arrive on May 10.

I called on May 10 to check status and they stated that "BMW had sent the wrong part". They said they could fix it by the next day, May 11. After several attempts to get through on May 11, I was told at around 3pm to call back at 4pm. At 4pm after several attempts, I got through and was put on hold for 10 minutes by Jeff at which point I hung up and drove over to the facility.

I arrived at about 4:15 pm and was told by Jeff that the part did not fix the problem. He showed me the car. Jeff stated that the right window motor was burnt out and stated that there might be another problem with another component. As we were talking about the problem, we saw smoke coming out of the left rear door. Jeff yelled to his assistant to disconnect the battery. Both rear windows were now open. I needed the car on Monday so I asked them to halt work on the car and try and roll up both rear windows manually. They asked me to return in an hour.

I came back at around 5:30 pm and Jeff stated that the windows were still broken and that they could not get either of the rear windows up manually. They gave me the bill which included a charge of $256 for 2 hours of work on the windows. It was stated that this was a discount from the 4 hours they actually spent on the car. They did not include a charge for the "relay module" which they had unnecessarily ordered.

I discussed the bill with Jeff and Eric for over an hour. I did not want to pay for any work on the windows because I felt that I was leaving with the car in worse condition than when I brought it in (I felt in fact they possibly should credit me for damage to my car). The left rear window motor was now likely damaged (as evidenced by the smoke) and both windows were now open. In addition, it's not clear to me that the burnt out right rear window motor wasn't damaged during their servicing of the car (Jeff stated for sure it was burnt out before it arrived but I never saw smoke/smelled burning/heard motor running stuck).

Jeff stated it was not their fault that the left window motor had burnt out. He said they were "not negligent" at all in servicing the car and that it just happened. I asked who was responsible for that damage and they said "nobody". I found this line of reasoning hard to believe. Jeff also stated that they had spent a lot of time on the car (4 hours) and that it was unfair for them not to get paid.

Jeff stated a window motor was about $100 for the part. He offered to pay for somebody else to have it fixed. However, I still did not feel right leaving paying anything at all for the windows. After some discussions, we split the difference and I ended up paying $128 for the window "repairs".

After I left, I went home and found that the keyless entry system was now broken (it was working when I dropped it off). I could not lock/unlock my car with the remote. I drove the car back and Jeff tried a few things for about 15 minutes. He couldn't figure out what the problem was and said I should fix the windows first. Jeff did not apologize.

In summary, I ended up paying $128 for service to my car that resulted in: no fix for the original problem plus a possibly damaged left rear window motor that I had witnessed producing smoke in their garage and a broken keyless entry system. I am unhappy with their service: I felt like I had to follow up with them, they seemed rushed at times on the phone, they often didn't answer the phone, they performed actions that damaged my car, they were unsympathetic to my point of view regarding the damage (they were also IMO arrogant), they did not apologize for the damage.

1
★☆☆☆☆

Both rear windows on my 1997 318i stopped operating with the right rear window stuck open. I decided to try Reitmeirs because of a friend's recommendation and the fact that I had recently moved to Los Altos. In retrospect I wish I had brought it to my original mechanic (German Motor Specialists in Sunnyvale).

I brought the car to Reitmeirs on May 8 stating the problem and also asking them to check the brake pads and disks. Eric called back that afternoon stating that the window problem would very likely be fixed by installing a new relay module and said the total charge would be approximately $400. They also recommended replacing front brake pads and discs and rear brake pads. They stated that the part for the windows would arrive on May 10.

I called on May 10 to check status and they stated that "BMW had sent the wrong part". They said they could fix it by the next day, May 11. After several attempts to get through on May 11, I was told at around 3pm to call back at 4pm. At 4pm after several attempts, I got through and was put on hold for 10 minutes by Jeff at which point I hung up and drove over to the facility.

I arrived at about 4:15 pm and was told by Jeff that the part did not fix the problem. He showed me the car. Jeff stated that the right window motor was burnt out and stated that there might be another problem with another component. As we were talking about the problem, we saw smoke coming out of the left rear door. Jeff yelled to his assistant to disconnect the battery. Both rear windows were now open. I needed the car on Monday so I asked them to halt work on the car and try and roll up both rear windows manually. They asked me to return in an hour.

I came back at around 5:30 pm and Jeff stated that the windows were still broken and that they could not get either of the rear windows up manually. They gave me the bill which included a charge of $256 for 2 hours of work on the windows. It was stated that this was a discount from the 4 hours they actually spent on the car. They did not include a charge for the "relay module" which they had unnecessarily ordered.

I discussed the bill with Jeff and Eric for over an hour. I did not want to pay for any work on the windows because I felt that I was leaving with the car in worse condition than when I brought it in (I felt in fact they possibly should credit me for damage to my car). The left rear window motor was now likely damaged (as evidenced by the smoke) and both windows were now open. In addition, it's not clear to me that the burnt out right rear window motor wasn't damaged during their servicing of the car (Jeff stated for sure it was burnt out before it arrived but I never saw smoke/smelled burning/heard motor running stuck).

Jeff stated it was not their fault that the left window motor had burnt out. He said they were "not negligent" at all in servicing the car and that it just happened. I asked who was responsible for that damage and they said "nobody". I found this line of reasoning hard to believe. Jeff also stated that they had spent a lot of time on the car (4 hours) and that it was unfair for them not to get paid.

Jeff stated a window motor was about $100 for the part. He offered to pay for somebody else to have it fixed. However, I still did not feel right leaving paying anything at all for the windows. After some discussions, we split the difference and I ended up paying $128 for the window "repairs".

After I left, I went home and found that the keyless entry system was now broken (it was working when I dropped it off). I could not lock/unlock my car with the remote. I drove the car back and Jeff tried a few things for about 15 minutes. He couldn't figure out what the problem was and said I should fix the windows first. Jeff did not apologize.

In summary, I ended up paying $128 for service to my car that resulted in: no fix for the original problem plus a possibly damaged left rear window motor that I had witnessed producing smoke in their garage and a broken keyless entry system. I am unhappy with their service: I felt like I had to follow up with them, they seemed rushed at times on the phone, they often didn't answer the phone, they performed actions that damaged my car, they were unsympathetic to my point of view regarding the damage (they were also IMO arrogant), they did not apologize for the damage.

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The workmanship is extraordinary and the level of service and client communication cannot be bettered. If you have a European car on the Peninsula, it's worth a bit of a trip out of the way to have your car serviced at Reitmers. If Los Altos is your home, count your blessings because service doesn't get any better.

4
★★★★☆

The workmanship is extraordinary and the level of service and client communication cannot be bettered. If you have a European car on the Peninsula, it's worth a bit of a trip out of the way to have your car serviced at Reitmers. If Los Altos is your home, count your blessings because service doesn't get any better.

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Reitmeir's Werkstatt performs great maintenance and repairs on your German cars. The technicians are very knowledgeable and the customer service is terrific. It is great to have such a high quality repair shop in town.

5
★★★★★

Reitmeir's Werkstatt performs great maintenance and repairs on your German cars. The technicians are very knowledgeable and the customer service is terrific. It is great to have such a high quality repair shop in town.

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