Initial Business Response /* (1000, 5, 2017/11/27) */
To whom it may concern,
Original visit, 9/28/with 188,miles
Customer requested we replace oil pan gasket in reference to another shops diagnosis, alao they are experiencing excessive oil consumptionDuring our inspection we found
that there were more pressing oil leaks that needed to be addressed prior to othersWe explained that and were given the authorization to proceed with the workThe oil filter housing, drain plug gasket and power steering line were replacedAlso informed them that the amount of oil being consumed is greater than that of the amount leaking and that in order to diagnose completely we would have to do further testing at an additional cost and the *** declined further work at that time
Second visit, 11-14-with milesVehicle returned with concerns of oil keeps showing low and light comes onDuring our inspection we found an active leak at another power steering hose (vehicle has in total) and oil leaking at oil pan gasket but still not at the rate at which they are having to add oil*** provided them with an estimate for repairs and they were declined
In closing, we are dealing with a vehicle that has close to 200,miles on it and has not been maintained very well and is in dis-repair both mechanically and cosmeticallyWhen a dealership receives a vehicle in this condition we triage the needed items and recommend and perform repairs that the certified technician views as most apparent and pertinent to the customers concernIt is unfortunate that the BMW in question is in need of additional repairs but the dealership is not liable or responsible for the additional repairs that become apparent after a repair that is authorized by the customer have been completed
During the most recent visit I personally displayed the work that has been completed and the repairs that are needed going forward on the vehicle in our shopThe repairs needed were quoted and explained completely and were declined by the *** will not be completing any repairs going forward other than those being paid for and authorized by the ***I have inspection reports and repair orders available if neededThe *** have copies of all in their posession*** Imports is an upstanding small Dealership in the Michiana area and our online reputation backs that upWe are not reviewed so highly by mistreating our customers, we are honest, trustworthy and stand behind our work
Regards,
Jason ***
Service Manager
XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2017/12/18) */
12/18/2017
Said client has provided an accurate time line of events that occurred during his vehicles repair that took place in November 2017. The only information that was left out is that he neglected to show for his appointment scheduled on...
12-5-17 for review of items that were recommended by another non BMW facility. Basney is more than willing to stand behind their work and the only way we can do that is if a certified technician is able to inspect the vehicle. Unfortunately when more than one repair facility is involved with any repair there will always be conflicting information and diagnosis. All repair facilities have different guidelines for what would be called an active fluid leak. Our policy is that we only recommend a repair if we have complaints of oil dripping on the ground or we notice such an event during our multipoint inspection. We do not recommend a repair when the seal area is merely damp with residue from a fluid; that would be considered seepage and will be an item that we will keep and eye on throughout the vehicles service history.
Basney will be unable to refund the initial cost of repairs to the engines valve cover in the amount of $813.51. The repair has taken place and is covered by the BMW's 2 year unlimited mileage parts warranty. If there is an existing concern with the valve cover gasket that we replaced the vehicle will need to be brought to us so we have a chance to rectify alleged concern. Without the vehicle coming in when scheduled we are unable to assist with any repairs. We are more than willing to re-as the multipoint inspection where we allegedly missed tires that are below specifications.
In regards to the check engine light diagnosis, the fault that was found and diagnosed is one that our techs have seen before and upon inspection can see is a current issue. The position sensor in question is currently allowing engine oil through into the connector and will continue to do so causing and intermittent concern, which may leave client stranded. The recommended repair was declined by said client
Basney BMW is more than willing to take another look at the service work that was completed here at our shop, by our BMW trained and certified technicians, and if there is an issue with our workmanship we will stand behind any issue we may have caused.
Regards,
Service Manager
Basney BMW, South Bend Indiana
Initial Business Response /* (1000, 5, 2017/11/27) */
To whom it may concern,
Original visit, 9/28/with 188,miles
Customer requested we replace oil pan gasket in reference to another shops diagnosis, alao they are experiencing excessive oil consumptionDuring our inspection we found
that there were more pressing oil leaks that needed to be addressed prior to othersWe explained that and were given the authorization to proceed with the workThe oil filter housing, drain plug gasket and power steering line were replacedAlso informed them that the amount of oil being consumed is greater than that of the amount leaking and that in order to diagnose completely we would have to do further testing at an additional cost and the *** declined further work at that time
Second visit, 11-14-with milesVehicle returned with concerns of oil keeps showing low and light comes onDuring our inspection we found an active leak at another power steering hose (vehicle has in total) and oil leaking at oil pan gasket but still not at the rate at which they are having to add oil*** provided them with an estimate for repairs and they were declined
In closing, we are dealing with a vehicle that has close to 200,miles on it and has not been maintained very well and is in dis-repair both mechanically and cosmeticallyWhen a dealership receives a vehicle in this condition we triage the needed items and recommend and perform repairs that the certified technician views as most apparent and pertinent to the customers concernIt is unfortunate that the BMW in question is in need of additional repairs but the dealership is not liable or responsible for the additional repairs that become apparent after a repair that is authorized by the customer have been completed
During the most recent visit I personally displayed the work that has been completed and the repairs that are needed going forward on the vehicle in our shopThe repairs needed were quoted and explained completely and were declined by the *** will not be completing any repairs going forward other than those being paid for and authorized by the ***I have inspection reports and repair orders available if neededThe *** have copies of all in their posession*** Imports is an upstanding small Dealership in the Michiana area and our online reputation backs that upWe are not reviewed so highly by mistreating our customers, we are honest, trustworthy and stand behind our work
Regards,
Jason ***
Service Manager
XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2017/12/18) */
s the multipoint inspection where we allegedly missed tires that are below specifications.
12/18/2017
Said client has provided an accurate time line of events that occurred during his vehicles repair that took place in November 2017. The only information that was left out is that he neglected to show for his appointment scheduled on...
12-5-17 for review of items that were recommended by another non BMW facility. Basney is more than willing to stand behind their work and the only way we can do that is if a certified technician is able to inspect the vehicle. Unfortunately when more than one repair facility is involved with any repair there will always be conflicting information and diagnosis. All repair facilities have different guidelines for what would be called an active fluid leak. Our policy is that we only recommend a repair if we have complaints of oil dripping on the ground or we notice such an event during our multipoint inspection. We do not recommend a repair when the seal area is merely damp with residue from a fluid; that would be considered seepage and will be an item that we will keep and eye on throughout the vehicles service history.
Basney will be unable to refund the initial cost of repairs to the engines valve cover in the amount of $813.51. The repair has taken place and is covered by the BMW's 2 year unlimited mileage parts warranty. If there is an existing concern with the valve cover gasket that we replaced the vehicle will need to be brought to us so we have a chance to rectify alleged concern. Without the vehicle coming in when scheduled we are unable to assist with any repairs. We are more than willing to re-a
In regards to the check engine light diagnosis, the fault that was found and diagnosed is one that our techs have seen before and upon inspection can see is a current issue. The position sensor in question is currently allowing engine oil through into the connector and will continue to do so causing and intermittent concern, which may leave client stranded. The recommended repair was declined by said client
Basney BMW is more than willing to take another look at the service work that was completed here at our shop, by our BMW trained and certified technicians, and if there is an issue with our workmanship we will stand behind any issue we may have caused.
Regards,
Service Manager
Basney BMW, South Bend Indiana