We are researching this complaint, and will need additional time to respond I am going out of town tomorrow (Saturday) and will not return until the 23rd, so we need to apologize in advance for a late replyI will, however, predict this will end with a happy ending if patience is appliedThanks so muchPaul B***
Good dayMrs [redacted] s*s "I am requesting an explanation in writing of BMW conclusion as to how my issues are not connected to the accident my vehicle was involved in."We have not s*d that the needed repairs are not connected to the accident We told Mr and Mrs [redacted] that, and we told both insurance companies that We know it needs repair, but we cannot prove the reason either way That is for the insurance companies to determine.Other information:1) it was s*d that [redacted] brought the car to us (Dreyer & Reinbold) for the mechanical repairs of that accident According to our records, the January 18th repair order for the ***'s is the only time this vehicle has ever been in to us for repair or consultation We do not have a [redacted] repair order on this car Please ask [redacted] again where they took it for the mechanical repairs.2) this car has over 100,miles, and issues such as this car has can and do happen, with or without being involved in an accident I will agree, however, that the coincidence of these issues happening after an accident are rather suspicious Again, we do not make that determination The insurance companies do Please note, however, we do not know how long ago this accident happened, and that can certainly be a big issue that the insurance companies are taking into consideration.I hope this helps in understanding the issues.Paul ***GMDreyer & Reinbold BMW (North)
Good day Thank you for the opportunity to reply to your concerns I agree with your observations We should always be up front about such things They are very important We do train on this, but as with many things, we obviously need to train, then train more We will put this on our "revisit" training agendaAs far as the services due, we'd be happy to accommodate you before January 31, 2016, your warranty expiration date, at no expense to you I see that you had full services done in April, so I doubt that you are due for anything, but we'd be happy to check To do so, you'll need to bring your car by for us to do a key readAgain, thanks for the chance to make this rightPaul ***/GM/Dreyer & Reinbold BMW
To whom it may concern, In response to case ID#***We have no record of selling or servicing Mr*** vehicleI called him to get more information and the VIN# When the vehicle in question was owned by someone else we had serviced it for a check engine light on in June of and
for a faulty number cylinder ignition coilWe performed the open service action(which is not a recall) and replaced all four ignition coils with the updated part number. If coils are needed at this point it would be the customers responsibility to pay for them but we would be more than glad to perform this repair James K*** | Service Director Dreyer & Reinbold of Greenwood US South Greenwood, IN PH: 317.859-Fax: 317.883-e-mail: j***@dreyerreinbold.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will NOT, however, wait days or weeks for the refund, therefore, I expect a FULL refund of $within hours of receipt of this emailI would prefer it be refunded directly to the same credit card used, which was a MasterCard, but if this is not an option, please send a check to my home address, also within hours of receipt of this emailI would prefer it be sent certified or with tracking that way there are no misunderstandings and there is proof it was sent, on timeHowever, that is up to youIf this is not done, I will re-open this complaint, file a new one with the Attorney General, inform VW customer care of their further insubordination and lies and continue with my buyer protection claim with MastercardOnce the refund has been received, and cleared the bank should a check be issued, this matter will be closed and we will never do business again. I would like it noted that I NEVER received any communication directly from the dealer regarding this issueIt was all done through Volkswagen Customer Care because after I complained about the gash to Adam, I was brushed offI was also told by VW customer care that because they damaged my car twice, I am perfectly within my rights to refuse to allow them to "fix" the damage because I feel they can not be trusted to do the job correctly, and to have another dealer I trust repair the damageI was also told by VW customer care that they completely understood why I refuse to allow them to touch my car again and under the circumstances a refund was the appropriate course of actionThat they should consider themselves lucky I am not requiring them to pay for another dealer to repair the damage in addition to providing the refundJust for the record.Thank you for your prompt attention in this matter
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint All four wheels have damage as stated herein One of the four wheels was repaired at the outermost edge (damage less than one inch long (prior to damage claimed for herein)) Dreyer & Reinbold BMW has distorted the facts significantly Dreyer & Reinbold BMW could have submitted the BMW representative's report or the field expert's claim report here They did not.Dreyer & Reinbold BMW could have presented alleged releases here in response to this consumer complaint They did not The manager reviewed his security footage in an attempt to identify person or persons responsible for the damage Instead, you are presented with a half-baked telling of facts which favor their account If any of the facts alleged were actually true, the service manager would not have agreed to repair the wheels Complaints were reported to Dreyer & Reinbold BMW in and 2014. Regards,*** ***
Regards,
*** ***
Dreyer & Reinbold of Greenwood in response to Revdex.com case ID #***We have been in daily discussions with Tamar T*** from Volkswagen Customer Care trying to resolve Mrs***'s concernsWe were unaware of any issue mail Volkswagen contacted usWe then reached out to the customer to no
avail and finally asked MrsT*** to notify Mrs*** we would gladly fix anything we are responsible for but have yet to hear from the customerVW Customer Care advocate Tamar's last correspondence was" Thank you for your reply, will inform the customer that her first course of action should be to reach out to the dealer to allow the opportunity to address her concerns." At this point Dreyer & Reinbold would rather refund Mrs*** the money in question and move forward than continue with issues that can not be discussed or resolved with the customerThank you James K*** Service Director Dreyer & Reinbold of Greenwood
I represent Dreyer & Reinhold, Inc. ("D&R") in responding to the above-captioned consumer complaint of [redacted]. The gravamen of his complaint is that wheels on his BMW were damaged while it was in D&R's possession for service visits. This allegation is speculative, premised upon...
no evidence, and contrary to the only evidence that has been developed throughout the course of analyzing Mr. [redacted]s complaint. Mr. [redacted]s first complaint with an issue with one of his wheels occurred back on February 26, 2013. At that time he requested D&R to refurbish the right front rim. D&R had this work performed by Alloy Wheel Repair at a cost of $136.00, which was paid by Mr. [redacted]. He has never expressed dissatisfaction with that repair. On July 16, 2013, he had his tires rotated. No complaint ensued regarding wheels. On August 8, 2014, he had his tires rotated. On August 11, 2014, for the first time he sent an email raising an issue regarding wheel damage. [redacted] of D&R responded on August 22, 2014, pointing out that three of the four wheels on the vehicle had older scratches. This makes sense, in that the wheel that was refurbished about 18 months before, in February, 2013, was probably the best of the lot at that point. Mr. [redacted] offered to split the cost of refurbishing the remaining three wheels with Mr. [redacted]. That same day, Mr. [redacted] responded disputing D&R's ability to recondition the wheels onsite. Mr. [redacted] responded that it is routinely done onsite. The next day, Mr. [redacted] stated that he wanted to contact the service provider directly, so Mr. [redacted] provided him the identity of Alloy Wheel Repair. On August 26, 2014, Mr. [redacted] claimed that wheels have to be "machined" per his research. Mr. [redacted] again responded that D&R reconditioned rims all the time for certified pre-owned vehicles with no problem, that work is performed by Alloy Wheel Repair, as was the refurbishment of the first wheel on Mr. [redacted]s vehicle. Mr. [redacted] offered to send Mr. [redacted] a check for what it would cost D&R to recondition two rims. On September 4, Mr. [redacted] claimed that two "specialists" he spoke with (who were, and remain, unnamed) had viewed his wheels and concluded that the problem was a failure in the finish, not damage. He stated that he wanted to start a warranty claim process with BMW. Mr. [redacted] responded that in light of that "specialist" finding, D&R would take the steps necessary to initiate a BMW, North America warranty claim and the 50-50 cost share offer was off the table, since the new approach was to pursue a warranty claim. Arrangements were made for a BMW factory representative to look at the wheels on September 26.However, the BMW factory representative did not arrive on September 26, so the inspection occurred on October 27, 2014. As a result of that inspection, BMW determined that an outside influence (environmental, road hazard, or other source of damage) caused the observed defects and therefore the wheels would not be covered by a BMW warranty.In the face of this, Mr. [redacted] has apparently altered his theory of damage in his complaint to your office. On September 4, his "specialist" told him that the problem was a failure in finish, not damage. Now he theorizes that there were two (2) incidents of damage occurring to his wheels while his BMW was at D&R.His allegations of damage center (literally) around the center of the wheel. The BMW factory emblem does not have to be removed, and is not touched, in the course of removing a wheel to rotate. Only if access to the center hole is necessary in order to change a tire or balance a wheel is the emblem removed. And in that case, a tool designed for the purpose pops the center out by means of pressure applied from the rear. Since the only wheel service performed by D&R (post-dating the reconditioning of the right front in February, 2013) was rotation, D&R would have no occasion to attempt to remove the center emblems.In response to Mr. [redacted]s complaint to D&R, I responded to him by means of my letter of April 1, 2015. I attach a copy of that as Exhibit "A."D&R's position has not changed in any way since what I set forth in my letter of April 1: The extensive analysis of Mr. [redacted]s complaint has not shown that D&R is in any way responsible for damage to his wheels.Finally, even if it is assumed, in the absence of any evidence, and solely for the purpose of argument, that damage to Mr. [redacted]s wheels did occur while at D&R's facility, he signed a release on each repair order, as quoted in my letter of April 1, 2015, whereby he agreed "I understand the DREYER & REINBOLD, Inc. is not responsible against loss occasioned by theft, accident, fire, or vandalism while the property remains with the dealer." So if Mr. [redacted]s supposition is indulged that damage occurred while his car was at D&R, he has released D&R from such damage.Based upon the foregoing, there will be no adjustment forthcoming in this case.Very truly yours,[redacted], PC[redacted]
Good day. Mrs [redacted]s "I am requesting an explanation in writing of BMW conclusion as to how my issues are not connected to the accident my vehicle was involved in."We have not s[redacted]d that the needed repairs are not connected to the accident. We told Mr and Mrs [redacted] that, and we told...
both insurance companies that. We know it needs repair, but we cannot prove the reason either way. That is for the insurance companies to determine.Other information:1) it was s[redacted]d that [redacted] brought the car to us (Dreyer & Reinbold) for the mechanical repairs of that accident. According to our records, the January 18th repair order for the [redacted]'s is the only time this vehicle has ever been in to us for repair or consultation. We do not have a [redacted] repair order on this car. Please ask [redacted] again where they took it for the mechanical repairs.2) this car has over 100,000 miles, and issues such as this car has can and do happen, with or without being involved in an accident. I will agree, however, that the coincidence of these issues happening after an accident are rather suspicious. Again, we do not make that determination. The insurance companies do. Please note, however, we do not know how long ago this accident happened, and that can certainly be a big issue that the insurance companies are taking into consideration.I hope this helps in understanding the issues.Paul [redacted]GMDreyer & Reinbold BMW (North)
Today I spoke to Mr. [redacted] and explained the process we were going though to diagnose his vehicle. At this time he only owed $178 for one known bad part. The remainder of the dollar amount was what was talked about but was not billed to him. Mr. [redacted] was satisfied with my explanation and was...
picking up the vehicle. James K[redacted]Service Manager
Good day. Thank you for the opportunity to reply to your concerns. I agree with your observations. We should always be up front about such things. They are very important. We do train on this, but as with many things, we obviously need to train, then train more. ...
We will put this on our "revisit" training agenda. As far as the services due, we'd be happy to accommodate you before January 31, 2016, your warranty expiration date, at no expense to you. I see that you had full services done in April, so I doubt that you are due for anything, but we'd be happy to check. To do so, you'll need to bring your car by for us to do a key read. Again, thanks for the chance to make this right. Paul [redacted]/GM/Dreyer & Reinbold BMW
We are researching this complaint, and will need additional time to respond. I am going out of town tomorrow (Saturday) and will not return until the 23rd, so we need to apologize in advance for a late reply. I will, however, predict this will end with a happy ending if patience is...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
We are researching this complaint, and will need additional time to respond I am going out of town tomorrow (Saturday) and will not return until the 23rd, so we need to apologize in advance for a late replyI will, however, predict this will end with a happy ending if patience is appliedThanks so muchPaul B***
Good dayMrs [redacted] s
*s "I am requesting an explanation in writing of BMW conclusion as to how my issues are not connected to the accident my vehicle was involved in."We have not s
*d that the needed repairs are not connected to the accident We told Mr and Mrs [redacted] that, and we told both insurance companies that We know it needs repair, but we cannot prove the reason either way That is for the insurance companies to determine.Other information:1) it was s
*d that [redacted] brought the car to us (Dreyer & Reinbold) for the mechanical repairs of that accident According to our records, the January 18th repair order for the ***'s is the only time this vehicle has ever been in to us for repair or consultation We do not have a [redacted] repair order on this car Please ask [redacted] again where they took it for the mechanical repairs.2) this car has over 100,miles, and issues such as this car has can and do happen, with or without being involved in an accident I will agree, however, that the coincidence of these issues happening after an accident are rather suspicious Again, we do not make that determination The insurance companies do Please note, however, we do not know how long ago this accident happened, and that can certainly be a big issue that the insurance companies are taking into consideration.I hope this helps in understanding the issues.Paul ***GMDreyer & Reinbold BMW (North)
Good day Thank you for the opportunity to reply to your concerns I agree with your observations We should always be up front about such things They are very important We do train on this, but as with many things, we obviously need to train, then train more We will put this on our "revisit" training agendaAs far as the services due, we'd be happy to accommodate you before January 31, 2016, your warranty expiration date, at no expense to you I see that you had full services done in April, so I doubt that you are due for anything, but we'd be happy to check To do so, you'll need to bring your car by for us to do a key readAgain, thanks for the chance to make this rightPaul ***/GM/Dreyer & Reinbold BMW
To whom it may concern, In response to case ID#***We have no record of selling or servicing Mr*** vehicleI called him to get more information and the VIN# When the vehicle in question was owned by someone else we had serviced it for a check engine light on in June of and
for a faulty number cylinder ignition coilWe performed the open service action(which is not a recall) and replaced all four ignition coils with the updated part number. If coils are needed at this point it would be the customers responsibility to pay for them but we would be more than glad to perform this repair James K*** | Service Director Dreyer & Reinbold of Greenwood US South Greenwood, IN PH: 317.859-Fax: 317.883-e-mail: j***@dreyerreinbold.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will NOT, however, wait days or weeks for the refund, therefore, I expect a FULL refund of $within hours of receipt of this emailI would prefer it be refunded directly to the same credit card used, which was a MasterCard, but if this is not an option, please send a check to my home address, also within hours of receipt of this emailI would prefer it be sent certified or with tracking that way there are no misunderstandings and there is proof it was sent, on timeHowever, that is up to youIf this is not done, I will re-open this complaint, file a new one with the Attorney General, inform VW customer care of their further insubordination and lies and continue with my buyer protection claim with MastercardOnce the refund has been received, and cleared the bank should a check be issued, this matter will be closed and we will never do business again. I would like it noted that I NEVER received any communication directly from the dealer regarding this issueIt was all done through Volkswagen Customer Care because after I complained about the gash to Adam, I was brushed offI was also told by VW customer care that because they damaged my car twice, I am perfectly within my rights to refuse to allow them to "fix" the damage because I feel they can not be trusted to do the job correctly, and to have another dealer I trust repair the damageI was also told by VW customer care that they completely understood why I refuse to allow them to touch my car again and under the circumstances a refund was the appropriate course of actionThat they should consider themselves lucky I am not requiring them to pay for another dealer to repair the damage in addition to providing the refundJust for the record.Thank you for your prompt attention in this matter
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint All four wheels have damage as stated herein One of the four wheels was repaired at the outermost edge (damage less than one inch long (prior to damage claimed for herein)) Dreyer & Reinbold BMW has distorted the facts significantly Dreyer & Reinbold BMW could have submitted the BMW representative's report or the field expert's claim report here They did not.Dreyer & Reinbold BMW could have presented alleged releases here in response to this consumer complaint They did not The manager reviewed his security footage in an attempt to identify person or persons responsible for the damage Instead, you are presented with a half-baked telling of facts which favor their account If any of the facts alleged were actually true, the service manager would not have agreed to repair the wheels Complaints were reported to Dreyer & Reinbold BMW in and 2014. Regards,*** ***
Regards,
*** ***
Dreyer & Reinbold of Greenwood in response to Revdex.com case ID #***We have been in daily discussions with Tamar T*** from Volkswagen Customer Care trying to resolve Mrs***'s concernsWe were unaware of any issue mail Volkswagen contacted usWe then reached out to the customer to no
avail and finally asked MrsT*** to notify Mrs*** we would gladly fix anything we are responsible for but have yet to hear from the customerVW Customer Care advocate Tamar's last correspondence was" Thank you for your reply, will inform the customer that her first course of action should be to reach out to the dealer to allow the opportunity to address her concerns." At this point Dreyer & Reinbold would rather refund Mrs*** the money in question and move forward than continue with issues that can not be discussed or resolved with the customerThank you James K*** Service Director Dreyer & Reinbold of Greenwood
I represent Dreyer & Reinhold, Inc. ("D&R") in responding to the above-captioned consumer complaint of [redacted]. The gravamen of his complaint is that wheels on his BMW were damaged while it was in D&R's possession for service visits. This allegation is speculative, premised upon...
no evidence, and contrary to the only evidence that has been developed throughout the course of analyzing Mr. [redacted]s complaint. Mr. [redacted]s first complaint with an issue with one of his wheels occurred back on February 26, 2013. At that time he requested D&R to refurbish the right front rim. D&R had this work performed by Alloy Wheel Repair at a cost of $136.00, which was paid by Mr. [redacted]. He has never expressed dissatisfaction with that repair. On July 16, 2013, he had his tires rotated. No complaint ensued regarding wheels. On August 8, 2014, he had his tires rotated. On August 11, 2014, for the first time he sent an email raising an issue regarding wheel damage. [redacted] of D&R responded on August 22, 2014, pointing out that three of the four wheels on the vehicle had older scratches. This makes sense, in that the wheel that was refurbished about 18 months before, in February, 2013, was probably the best of the lot at that point. Mr. [redacted] offered to split the cost of refurbishing the remaining three wheels with Mr. [redacted]. That same day, Mr. [redacted] responded disputing D&R's ability to recondition the wheels onsite. Mr. [redacted] responded that it is routinely done onsite. The next day, Mr. [redacted] stated that he wanted to contact the service provider directly, so Mr. [redacted] provided him the identity of Alloy Wheel Repair. On August 26, 2014, Mr. [redacted] claimed that wheels have to be "machined" per his research. Mr. [redacted] again responded that D&R reconditioned rims all the time for certified pre-owned vehicles with no problem, that work is performed by Alloy Wheel Repair, as was the refurbishment of the first wheel on Mr. [redacted]s vehicle. Mr. [redacted] offered to send Mr. [redacted] a check for what it would cost D&R to recondition two rims. On September 4, Mr. [redacted] claimed that two "specialists" he spoke with (who were, and remain, unnamed) had viewed his wheels and concluded that the problem was a failure in the finish, not damage. He stated that he wanted to start a warranty claim process with BMW. Mr. [redacted] responded that in light of that "specialist" finding, D&R would take the steps necessary to initiate a BMW, North America warranty claim and the 50-50 cost share offer was off the table, since the new approach was to pursue a warranty claim. Arrangements were made for a BMW factory representative to look at the wheels on September 26.However, the BMW factory representative did not arrive on September 26, so the inspection occurred on October 27, 2014. As a result of that inspection, BMW determined that an outside influence (environmental, road hazard, or other source of damage) caused the observed defects and therefore the wheels would not be covered by a BMW warranty.In the face of this, Mr. [redacted] has apparently altered his theory of damage in his complaint to your office. On September 4, his "specialist" told him that the problem was a failure in finish, not damage. Now he theorizes that there were two (2) incidents of damage occurring to his wheels while his BMW was at D&R.His allegations of damage center (literally) around the center of the wheel. The BMW factory emblem does not have to be removed, and is not touched, in the course of removing a wheel to rotate. Only if access to the center hole is necessary in order to change a tire or balance a wheel is the emblem removed. And in that case, a tool designed for the purpose pops the center out by means of pressure applied from the rear. Since the only wheel service performed by D&R (post-dating the reconditioning of the right front in February, 2013) was rotation, D&R would have no occasion to attempt to remove the center emblems.In response to Mr. [redacted]s complaint to D&R, I responded to him by means of my letter of April 1, 2015. I attach a copy of that as Exhibit "A."D&R's position has not changed in any way since what I set forth in my letter of April 1: The extensive analysis of Mr. [redacted]s complaint has not shown that D&R is in any way responsible for damage to his wheels.Finally, even if it is assumed, in the absence of any evidence, and solely for the purpose of argument, that damage to Mr. [redacted]s wheels did occur while at D&R's facility, he signed a release on each repair order, as quoted in my letter of April 1, 2015, whereby he agreed "I understand the DREYER & REINBOLD, Inc. is not responsible against loss occasioned by theft, accident, fire, or vandalism while the property remains with the dealer." So if Mr. [redacted]s supposition is indulged that damage occurred while his car was at D&R, he has released D&R from such damage.Based upon the foregoing, there will be no adjustment forthcoming in this case.Very truly yours,[redacted], PC[redacted]
Good day. Mrs [redacted]s "I am requesting an explanation in writing of BMW conclusion as to how my issues are not connected to the accident my vehicle was involved in."We have not s[redacted]d that the needed repairs are not connected to the accident. We told Mr and Mrs [redacted] that, and we told...
both insurance companies that. We know it needs repair, but we cannot prove the reason either way. That is for the insurance companies to determine.Other information:1) it was s[redacted]d that [redacted] brought the car to us (Dreyer & Reinbold) for the mechanical repairs of that accident. According to our records, the January 18th repair order for the [redacted]'s is the only time this vehicle has ever been in to us for repair or consultation. We do not have a [redacted] repair order on this car. Please ask [redacted] again where they took it for the mechanical repairs.2) this car has over 100,000 miles, and issues such as this car has can and do happen, with or without being involved in an accident. I will agree, however, that the coincidence of these issues happening after an accident are rather suspicious. Again, we do not make that determination. The insurance companies do. Please note, however, we do not know how long ago this accident happened, and that can certainly be a big issue that the insurance companies are taking into consideration.I hope this helps in understanding the issues.Paul [redacted]GMDreyer & Reinbold BMW (North)
Today I spoke to Mr. [redacted] and explained the process we were going though to diagnose his vehicle. At this time he only owed $178 for one known bad part. The remainder of the dollar amount was what was talked about but was not billed to him. Mr. [redacted] was satisfied with my explanation and was...
picking up the vehicle. James K[redacted]Service Manager
Please see attached.
Good day. Thank you for the opportunity to reply to your concerns. I agree with your observations. We should always be up front about such things. They are very important. We do train on this, but as with many things, we obviously need to train, then train more. ...
We will put this on our "revisit" training agenda. As far as the services due, we'd be happy to accommodate you before January 31, 2016, your warranty expiration date, at no expense to you. I see that you had full services done in April, so I doubt that you are due for anything, but we'd be happy to check. To do so, you'll need to bring your car by for us to do a key read. Again, thanks for the chance to make this right. Paul [redacted]/GM/Dreyer & Reinbold BMW
We are researching this complaint, and will need additional time to respond. I am going out of town tomorrow (Saturday) and will not return until the 23rd, so we need to apologize in advance for a late reply. I will, however, predict this will end with a happy ending if patience is...
applied. Thanks so much... Paul B[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]