BKM Car Service

I am responding and disputing to Customer Complaint ID number [redacted] that was filed by [redacted] (hereafter “Customer”) with your office on Thursday, December **, 2016. This is a first time customer of BKM Car Service (“BKM”) who initially approached BKM to service his 2005 (White) BMW - X5...

444i on or around August *, 2016. I, David H[redacted], the owner personally spoke to the Customer at which time he explained the mechanical issues he was having with his vehicle. Based on what he told me, our diagnostic, and my professional opinion, we determined that he had several major problems with the vehicle when he came to BKM. They are: (1) Work Order (Invoice #[redacted]): The cylinder leakage that had obstructed the entire cylinder head, which is a part of the engine mechanical component. In order to preserve and not cause further damage to the engine, we had to perform a complete removal of the cylinder head (including all related parts). This was thoroughly explained to the Customer with a break down of what would be performed by BKM, as well, as providing an estimate of the overall cost (parts and labor) to the Customer. After speaking with the Customer, who appeared very friendly and even shared his news of his upcoming nuptials and that he would be leaving for his honeymoon while the vehicle was being repaired, I had my service manager, Enrique P[redacted] take over and prepare the Customer repair order (invoice # [redacted]), who also reiterated the extent of what needed to be done and the cost, at which time the Customer authorized Mr. P[redacted] to have BKM perform the service to his vehicle for a total of $8,450.76 ( included a discount of $495,60).(2) Work Order (Invoice #[redacted]): Also on or around August *, 2016, the customer expressed he wanted us to check out other mechanical issues relating to his vehicle, such as brake pad sensor (front/rear); axle, control arms bushings (rear left upper/rear right upper); shock and strut; replaced front left window regulator; and other items such as alignment. This was calculated and inputted by Mr. P[redacted] as work order (invoice #[redacted]). Total estimated charge for parts and labor noted as $5,107.42 (including a discount of $1,563.69).Total of $13,558.18 for the above services performed by BKM Car Service. See attached work order/invoices. Settlement of Payments for Invoice [redacted] & [redacted]:Although, the services reflected two (2) separate invoices, we worked with the Customer by allowing him to combine the payments. Since it appeared from what he had expressed he was incurring a lot of expense from his wedding. Therefore, we extended a payment arrangement of $3,000.00 cash, and $5,500.41 on his [redacted] card, total rendered payment of $8,057.77. The balance of $5,057.57 was to be satisfied by the Customer at a later date, which he did not. At that point, BKM charged off $2,107.42. However, the Customer still owes BKM a balance of $3,057.77. All payments were settled by my service manager, Enrique P[redacted], who is no longer employed with BKM. Attached, please find the respective payment invoices.As I indicated to the Customer, when he called with his alleged complaint, if there was a problem with his vehicle that was a result of the exact services or reoccurring issues that were recently performed by BKM, our work is guaranteed under warranty for part and labor ( 1 year or 12,000 miles). This is also disclosed and outlined in all of our work orders (invoices). The Customer was advised to bring the vehicle back for us to diagnose, reassess and fix the problem, if needed. On or around November **, 2016, the Customer brought the vehicle back stating that the coolant was still leaking (invoice #[redacted]). In performing a diagnostic and thoroughly examining the vehicle, it was determined that what he needed was a radiator, which he declined. In addition, he was experiencing malfunction with the steering double joint and check engine light. We fixed both and performed the NYS inspection. We also re-set the transmission adaption and fault codes (at no charge). This was noted I n work order (Invoice # [redacted]). None of these were related to the previous work done (Invoice #[redacted]) as noted in his complaint. The total charge was $513.40 that was paid via Customer’s [redacted]. The Customer did not express any further concerns about the vehicle. It was not until receiving this Consumer Complaint (ID #[redacted]) that I found out he was still not satisfied, now alleging BKM caused him to have a “damaged car”; and of his attempt to recover payment for services that we performed. Again, our work is guaranteed as noted above for any reoccurring mechanical work performed by BKM within a set time. That said, if the problem still existed, why haven’t the Customer made an appointment to bring the vehicle back for service? Furthermore, the Customer is stating I “ripped him off” and “presented” him “with over 13k of bills”. Where is the burden of proof that I “ripped off” the Customer, especially sin ce I only collected $8,057.77 for our earnest service for work totaling $13,558.18. In addition, BKM wrote off $2,000, leaving the Customer owing BKM a balance of $3,000.In the over 40 years that I have been in business, and respected as a fair, reasonable, and renown master technician of German cars, I have never had a customer complaint filed against me or my business with the Revdex.com. Please accept this response as my denial of any and all part of the allegations outlined by the Customer, [redacted]. I am asking that you review my response and all the information I have provided and seek to dismiss this complaint as there is no factual evidence that have been provided by the Customer to warrant these allegations. Furthermore, I find his defamation of my character unwarranted and harmful. Should you have any questions or require additional information, please don not hesitate to contact me at [redacted]Thanks for your time and consideration.Respectfully,David H[redacted], OwnerBKM Car Service