Beemer & Benz Inc

As stated in our response , customer was uncooperative in reaching a solution during discussions.Customer had neglected/misused braking system on his vehicle , which is clearly stated as NOT covered under our misuse/neglect policy. Although customer was found to be at fault , our facility...

attempted to reach an amicable solution. Our facility came to the solution of providing the customer the parts at cost ( for which he must pay for ) with no labor added. Customer was unable to calm himself down or allow us to extend offer and used profanities while demanding his vehicle be returned. Written statement below is in reference as a response to customers review on [redacted]. " First I would like to start off by saying I appreciate your feedback however I will ONLY state facts.I greeted you with a smile and a handshake and immediately brought your vehicle inside for inspection. After removing the front wheels during the inspection we found that the vehicle had been driven excessively enough to warp the front rotors. A technician would determine this by visible discoloration of the rotors along with excessive brake material surrounding the retaining bracket. Also, a tool known as a micrometer is used to check thickness and evenness of a rotor. When your brakes and rotors were checked, discoloration and excessive brake material were present.As a result of your review, I feel the need to elaborate on some missing facts and information. When you brought the vehicle in June, the front brake pads had just recently been replaced at the dealer and you declined the recommended rotor replacement from the dealer. We told you that you needed rotors when you came to our shop a few days later because they were warped due to excessive driving and they were replaced by our shop. After we replaced the rotors, you drove the vehicle, without problems for 8 months.1. FACT: If a rotor is defective it will be present immediately after installation, not 8 months later. 2. FACT: Rotors will ONLY become warped & discolored from excessive heat due to extreme braking.3. FACT: The way a warranty works at BMW dealerships is that the vehicle needs to be brought into their service drive to be inspected by one of their technicians to confirm if the part sold by their location is defective or if it is a misuse and/or negligence.As per our conversation I had requested you come into the shop where your vehicle was being inspected to visually show you the damage of the rotors and the freeze frame data that shows the vehicle was driven at excessive speeds. You did not want to see any of the damage caused to your brakes or your vehicles report which includes freeze frame data.Instead, you aggressively cussed and told me to give your car back and that you didn't want to hear anything I had to say. You raised your voice to a level that my employees heard, became concerned and felt uncomfortable.Although this was the case, my objective was to take care of you as a customer and change your brakes at a discount with no labor as I like to see a customer leave happy and satisfied with our level of service despite who or what happened to your brakes but you did not give me this opportunity. Although I understand your frustration, this is no way to behave when dealing with any business. We all work hard and we are a hard-working and honest business. We realize that there are cases where things like this and respect your choice to go to an alternate shop with your business. We appreciate your feedback and wish you the best of luckWe at Beemer & Benz appreciate all of our clients and strive to achieve the best customer service experience. Thank you"-- Thank You,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business does not tell an accurate recounting of the interaction. Never once did owner offer to put new brakes at his cost on my vehicle instead accusing me of damage or neglect to the car. He started with the accusation and then told me I had to take my car (on my dime) to the BMW dealer for a warranty inspection. What is the purpose of a 2 year warranty of the parts aren't covered? The business owner proceeded to use foul language in the lobby of establishment. Only after I asked for my keys returned and car pulled out of the garage did he ask me to come back to see the car data. I hope the Revdex.com will post this interaction. 
Regards,
[redacted]