Happens all the time with any car manufacturer. Dealerships and a car company's corporate office are like the seperation of church and state. Or well something like that. BMW corporate has very little control over what happens at the dealership level. Then can assign penalties to really bad dealers, and the customers should call corporate, but unless the car is an outright lemon or the dealer is just off the chart ridiciulous, there isn't a whole lot that can be done.

M