BMW Roadside Assistance

Amazing service! I have an EV which developed a fault in the lock in the charging connector (I think) which meant I could not charge my car at fast chargers. I was 1200 km away from Perth in a remote area. I called from my car and got immediate assistance. Multiple people helped me, initially trying to get tech support (no local mechanic could… Read more

help, and then they tried to help virtually). When that didn’t work they passed me to a logistics team to get home. They ensured I was safe, had accomodation, arranged for towing from Exmouth and arranged a hire car. They dealt with numerous logistics issues including intermittent mobile coverage. Professional, courteous, clear and frequent communication, helpful and patient. I felt like I was in safe hands.

Scenario: Saturday 12:30 pm 150 KLM from home Small country town Flat tyre, no spare wheel & tyre would not inflate at service station. Tyre buggered. Contact BMW Road Assist, I thought, which is actually Allianz Insurance Roadside Assist), followed prompts centre an SMS link tap link "NOT AVAILABLE". Try again.... SMS Link "NOT AVAILABLE". … Read more

Contact BMW Roadside Assist again this tis follow the prompts to "Person / Animal" trapped in vehicle.....BINGO get to speak with a person.....WOW.....except the person is based outside Australia who gave all sorts of assurances and "ASSISTANCE" but when I called back to verify was given different information from the call centre off shore. After talking with the tow truck driver I was informed as to what actually happens. Back onto BMW Roadside Assist off shore who gave me all sorts of assurance. Eventually, 2 hours later, someone saying they were from BMW Assist called, to check if all was organised, which I had done, not roadside assist and then proceeded to arrange a hire. Great positive action. After arriving home some 5 hours later and a $350.00 taxi fare I decided to check where I pick up the hire car. No SMS & no email. Contact BMW Roadside Assist for detail of pick up. Told we will advise in the morning after the booking has been made. The above is only a part series of SEROIUS SERVICE FAILURE by BMW. We are sold our BMW's with ROADSIDE ASSIST, but we are not told they subcontract to Allianz Roadside Assistance who subcontract ?????? Gold luck if you have a tyre failure in the dessert between Adelaide & Perth or Darwin.

Pathetic – I got a puncture and while driving to BMW Service, the tire went flat. I called Roadside Assistance and had to go through a complex series of instructions to then get a link to an online form. They said someone would phone me if I am covered by RA. I had no idea if I am covered. I waited 35min then phoned a private tow truck. Roadside Assistance… Read more

eventually phoned me back. It took over an hour to get to talk to a human. Pathetic service. This is my fourth BMW. I’m not going to purchase another.

Outstanding Service from BMW Roadside Assistance! – After seven years of owning my 2018 BMW M3, I got my first flat tyre while driving on the old Hume Highway near the Nepean River. I was in a dangerous spot with very little room on the shoulder. When I called BMW Roadside Assistance, they informed me my coverage had expired four years ago, but given my situation, they reinstated it immediately and… Read more

arranged a tow.

They originally estimated a 60–90 minute wait, but the tow truck arrived in just 15 minutes. In a world where customer service is often lacking, this was a refreshing experience. BMW got me out of a stressful and potentially dangerous situation quickly and efficiently.

A huge thanks to BMW Roadside Assistance for going above and beyond!

Excellent service and genuine care – So surprised to read these reviews. Purchased an X7 and sadly got a flat. We were over 400km from home. All staff were helpful, caring and worked with us to get the best result for repair and getting home. The team went above and beyond. By far we received some of the best service we have received of anything. Particularly with Michelle who we spoke to on the first call for help. Kate also was helpful with following up.

Stranded but help in the way – My husband ran out of charge in his new BMW electric car. He was in a very remote area on the way to SA on an extremely hot day. There wasn’t reception but he was able to text me. I called BMW roadside and Miriam was amazing and kept me reassured that help was on its way to him! Thank you Miriam and then James for your wonderful help today!

Poor service – Absolutely disgusting service. Several repeat phone calls, no one had info from the previous call, the recovery company could not find me and left me to go to another call. I was left at the side of the road for almost 5 and a half hours with 2 young children. When they arrived they couldn't fix the puncture and had to transport the vehicle to the… Read more

garage. I had to make further arrangements the next day for the tyre to be repaired. Very distressing situation and all for a flat tyre! Would NOT recommend

Refund struggle – I was with BMW Motorrad Assistance for 20 years and I decided to cancel my membership. I called 1800 647 397 and asked to cancel my membership. In that initial first call was no mentioning of a partial refund of the fee for the yearly membership I paid earlier in the year. I believed that happens automatically. Well, that was of course wishful… Read more

thinking, so I called the number above again. After heaps of "security questions" I finally could ask for the refund. I was asked to supply account details which I did not have with me. So, I had to call a third time. After all these security questions I was prepared to give the staff member my details. But no, I was asked to provide a reference number. I said that I was not told to supply such a number in my previous call. But the staff member insisted, otherwise it cannot progress. I said that I will not call back a fourth time and that surely, they must have this number in their system. After a short conversation back and forward I was asked to hold for a moment. When the staff member returned to the call, I was asked to provide the bank details after all. In all these years I was satisfied with the service "on the road". But as is often the case, it was all dampened at the end with a customer service-related department.

Worst customer service – My four month old x50e broker down. It took two days to recover the car (after spending hours in the phone with poorly trained staff), hire car was late, they damaged my driveway recovering my car, lost my car in the system and I still don’t have it back nearly a week in: with no eta. Worst service ever tbh. Not what I expected at all from bmw.

Got me to dealer bike was treated well – First car had no pickup which was strange but maybe they were busy, a truck came maybe 1.5 to 2hours but with great care to my bike. The online form via phone wasnt ideal really I did speak to someone that passed me to the dealer but hey cut me off, I was around the city but if I was lost or remote this wouldnt be ideal

Non existent service – I needed towing after I parked down an incline….the car could not gain enough traction to back out of this situation…the wheels were spinning…so I needed to get towed out….I rang the number….i was told there was no one available…I was still a member of the local Automobile Association…they asked me if I was….and told me to use them!…… completely… Read more

and utterly useless….do not waste your money on this bunch of tossers….they don’t actually exist…BMW should be ashamed to be associated with this scam.

The missing roadside assist renewal notice that takes 4 weeks to get a copy posted – They use an external agency to mail out your yearly roadside assistance renewal. When you ring them prior to the expiry date to advise them that you still have not received it and could they please email out a copy so you can pay it in time, they say that they cannot email out the renewal as the agency needs to post it. They say to allow up to 4… Read more

weeks to receive it. As the expiry date will be passed during this 4 week period, you then ask "can you please ensure that my vehicle has cover until the renewal arrives". They say that they will do it and that they will mark your file accordingly. Then Murphy's kicks in and you require the services of roadside assist. You ring, your file has the fact documented that you rang to say the renewal was not received by you and that a new one is being mailed out (allow around 4 weeks). No mention however of an extension to your policy. Then to come out to attend to your breakdown, you then have to immediately pay the yearly renewal fee (without an invoice) plus an extra $100 call out fee. It doesn't matter that you've been a loyal roadside assist client for around 20 years. Sure, the yearly fee had to be paid at some stage regardless, but to want to slug you another $100 is way over the top. All because of archaic practice of not emailing out invoices in the first place, plus not being able to at least email a copy once advised that you haven't received it. I'm seriously considering (when my freshly paid 12 months expires) to move to RACV emergency roadside assist which is about $20 cheaper per annum.

Pathetic – Seems I had a similiar experience to many others. My BMW is 8 weeks old and already requires Roadside Assist..... stuck in a public car park with no ability to lock it. First I was told no afterhours technician in your area so call back tomorrow and start again. Got hung up on. I called back; got half way through the process and the call was… Read more

magically disconnected. Did not receive a call back. So tried again - this time - the CSR decided they would investigate a Tow Truck. 90 minute wait in an open air car park that was closing in 50 minutes. I managed to negotiate a stay open solution with the security to attempt to get the car out. Tow truck arrived - nope - not equipped to manage the BMW... Why though???? It took 4 hours of constant stress and 6 calls to BMW Roadside Assist to get no where. The car was not towed until 11.30am the next day. Useless service for what is sold as a premium product.

Fantastic service – Broke down in remote SA service arrived within 50 minutes, technician was lovely replaced my tire on the spot and had me on my way. 5 stars.

Woeful!!! – Called at 7am to have our 9 month old BMW towed....given a wait time of 75 minutes. Many hours later and after multiple phone calls, multiple promises from BMW Roadside Assist and multiple different stories including one where they had gone to the wrong address, and still no tow truck. 7 hours later a tow truck turned up without the necessary… Read more

equipment!

Soon after a different truck with equipment showed up.

Worst experience ever!!!! Pick up your game BMW Roadside Assist - pathetic!

Disappointing – I have just bought a new bike after my old one was written off. I called to transfer the roadside assist to the new bike, but was told that can't be done. So I asked for a refund, only to be told that the Ts&Cs say that don't offer refunds. They won't even offer a discount on the new 'membership' I'd have to apply for. Think I'll get roadside assist through NRMA instead, as it's the NRMA fleet that attends 99% of the call outs anyway. Show details

Absolutely useless – I waited 6 hours at night on my own on the 14th of August. They sent 2 recovery trucks with no diagnostic equipment nor any means of recovering my 840i. I also walked to a nearby store for a sandwich and drink and they have never refunded me as advised on phone. BMW really fall short here. Standard AA cover would have been a lot more help! They have also never responded to my complaint!! Disgraceful

Do not ever join – Do not waste your money by joining this ridiculous organisation. They lose your money then won’t help you and tell you you’re not covered and you can’t get a refund because even though you paid the money it’s come out of your account they lost it so too bad for you. They offer no assistance whatsoever. Even after a bad accident I called them and… Read more

waited on hold for over an hour then had to call a tow truck. Please do not waste your hard earned money with these people. They do not deserve your business.

Waiting four hours & 45 minutes for a tow truck – First assistance call at 0926 - tow truck wait time 90 minutes. Second call at 1117 - Tow truck in about 30 minutes. Received text at 1217 - Tow truck wait time 140 minutes. Tow truck arrived at 1432. Tow truck driver said they only received the call from BMW Assistance 1203. No I was not in the middle of nowhere, it was Gillespie st, St Albans.… Read more

I was parked there for that long that I received a visit from the local Police. Sorry I cancelled my RACV Subscription

BMW Roadside Assist Outstanding Service- Big Shoutout to BMW Worthington – We were a 145Km away from our destination, we got about 30km in and we blew a tyre on the Pacific Highway near Peats ridge. It was late Sunday morning bloody hot. We managed to limp off the freeway at an Exit. We called Roadside Assist they answered immediately organised a Tow to the nearest BMW and a cab charge to get to a near location to get… Read more

home. Tow truck rang knew exactly where we were and within 40 min we were at BMW Worthington. The Franchise owner cooked us lunch “yes cooked us lunch” damn delicious, had coffee assured us that their mechanic would prioritise our car and have it fixed first thing in the morning. Rang a cab and we were on our way. True to his word Laurie the mechanic called and was fixing the car and assured us Road assist would deliver our car to us. I found that hard to believe as it’s about an hour away and surely, we would have to pick it up. My car was due for a service at my local but they carried it out so I wouldnt have to be without the car again. I called roadside assist again they answered very quickly and stated that they would deliver our car to us by the next day. All I can say is OUTSTANDING service all round. They took the stress out of a situation. That would have to be a first for us.

Very late, not organized and dishonest – My 16months old kid was locked in the car (close to city) and I thought it would be good idea to call the bmw road assist before breaking the screen. They wasted my time for 45 min, promised they send an assist in 10mins then extended to 20min then another 16min and finally arrived after 50min when I had broken the screen. I had no issue if they… Read more

would told me they cannot sent the assist within 50min. The costumer service ladies where unexperienced and not polite, they could work with their sms service to keep me updated with eta time. Very bad experience in the stressful situation. This is not a real road assist.

Flat tyre - one week later and still no car – We unfortunately encountered a flat tyre whilst in the wilds on the NSW Hunter valley. The initial service was quite promising, with a cab charge and offer of car hire with a tow for the car to the nearest BMW dealer. The ensuing fiasco was not so great. After two days I hadn’t heard anything so chased the dealership in Newcastle. BMW tried to… Read more

sting me for two tyres as they didn’t have a matching tyre. After calling a local tyre dealer I had one found and ready to go for less than half the initial cost. Great, all sorted… no where near it. I’m now a week later and still no car. It’s repaired but the Mini roadside assist ‘concern’ team won’t call me back and no one can tell me when I might get my car back to Sydney. Not the service to rely on! Disgraceful and disappointing.

"read the T&C's" isn't really good enough response. When did BMW lose their mojo? – After being a member of BMW Roadside assistance for over 21 years I rang to cancel my policy as I have sold my BMW motorcycle. After answering a string of questions including my email address, I asked if a refund was available {policy expires in March 2023} and was told that as per T&C's no refund was available. I asked for written advice that… Read more

the policy had been terminated but was again told no , as the consultant did not have access to email facilities {????}!! I again asked for confirmation from BMW Roadside assist consultant that my policy had been cancelled and again was told no, can't help you. At the moment I do not have any documentation showing that I do not have a policy or any legal or financial obligations to BMW Roadside Assistance. I would have expected a partial refund, written confirmation and a much higher level of customer service. The only thing missing from my last interaction with BMW is "don't let the door hit you in the back on your way out"

Flat tyre – Called for assistance, received a message that help will be there in 60 mins. Rang them again after 90mins and was told to wait for another 45 mins.

Terrible Customer Service – My tyre is flattened and trying to call BMW Road Side Assistant for an hour now. There is still no one pick up phone even worst than Hyundai road side assistance service. Not recommended. Don’t waste your time and money for them.

Highway robbery – When my insurance company started to provide roadside assistance along with the insurance, I called BMW roadside assistance to cancel my membership with them, since I did not need it any more. I had just paid a week earlier, for the coming year, which wouldn't start for another month. When I called I was first asked 28 questions which were totally… Read more

irrelevant, and by the end of the phone call, I asked when I would get a refund for premiums paid but unused, and was told that there is no refund "as per the T&C's". I find this absolutely criminal. How can a company charge for services not rendered? The customer service was awful and the policy is simply theft. Stay away.

The worst customer service ever. They are killing BMW reputation – I am writing this since I feel sad about what is happening to BMW, and how unqualified people are commoditizing it these days. I own a 2021, 7 series BMW. On Sat. 6-11-2022 around noon, all of a sudden my car did not recognize its key and didn't start. I called BMW roadside assistance and found the initial conversation very helpful. They sent me a… Read more

link that showed I should wait for 120 minutes. I was 15 minutes away from their dealership, but I could understand they may have a busy day. After 105 minutes a third party is calling me explaining that my car is a very hard one to tow (this is a lie and even if it's not, I called BMW for this car and they estimated the time for this car) and they are trying to find equipment. Half an hour later I called and he says you put the key under foot mat and leave your car there with open doors. Reluctantly, I accepted. I called them many times after that and finally at 11 PM they told me they can't do it and I should go and pick up the key and leave my car in a plaza that its signs reads " not and overnight parking"! This is a $100k+ car and the service level is less than when buying a bike! These people are hurting BMW brand and don't care.

5 hours wait for a tow pick up – Booked for car to be towed at 10:30 am, was given 2 hour window. After 12:30 pm was told by tow company about hour. Now almost 5 hours later sitting in the car waiting. Given the run around of 20 min wait and still waiting. Poor performance BMW.

Cancellation of Breakdown Cover Mini/BMW Roadside Assistance – I disposed of my beloved 13 year old MINI Cooper Cabriolet about 6 weeks ago and since then have tried regularly to get through to the helpline to discuss and advise. I don't have the time or the inclination to try daily - it is too frustrating. I must have tried around 5 or 6 times, and did allow time for the emails to be responded to. I have… Read more

until today NEVER been able to get through. Often waiting on the phone for over an hour at a time or been cut off multiple times. I have spoken to the BMW garage in Brisbane and they have been sympathetic but I have to call the 1800 808 111 number to discuss. I have also sent THREE emails which have remained unacknowledged.

Finally I got through to someone today and notes were made the vehicle had been disposed of. I had hoped to transfer any remaining balance to my current vehicle which is covered by Allianz (Same company). It seems that my policy had expired in February - and needless to say it did not surprise me that I never got a reminder by mail/SMS/email to advise me. Why would they bother when they cannot be bothered answering the phone or replying to emails full stop.

SHOCKING experience all round. With a high-end brand like BMW I would have expected excellent service, not the shonky experience I have had to endure.

Really Really BAD and disappointing – My car broke down 4 days ago, I drove it in limp mode to the dealership. It will take a minimum of three 3 weeks to get a part from Germany. This is a new model car and the second time this has happened. The dealership would not give me a loan car and directed me to Roadside assist for a hire car. I am still waiting for a hire car to be organised.… Read more

I have been greatly inconvenienced. I cannot work, I live remotely and have been devastated by the loss of my car. I have an elderly mother who lives alone and relies on me to shop for her, I have kids who require driving to and from school. I have loved my car but I will not buy another BMW due to the complete lack of after sale service, it is appaulling! BMW Roadside Assist is a complete rip off.

Emergency and no help – Absolutely shocking! In an emergency situation with no credit card and they don’t find alternative ways to help unless you give them money first. Way to go BMW .. after $$ more than sense

"Free" roadside assistance amounts to making a phone call for you to a towing company.

Terrible service – waited for nearly 2 hours for a flat battery, never answered the phone call. Fixed it myself