BMW and Mini of Freeport

Review: I bought a car at Hassel Mini in Freeport 3 years ago. I have always utilized the free services the dealer offered me when I bought the car. I service my car with Hassel BMW Mini now known as Mini of Freeport Service ever since I bought the car in March 2012. I last serviced the car with Hassel BMW Mini/ Mini of Freeport Service March of 2015. The service advisor advised that my car needed brake fluids and that I was still covered under the warranty to do such job. He also advised that the warranty in my car was for 4 years or 60k mile, which ever one came first. I agreed that they perform whatever service the technicians considered necessary.About 2 weeks ago, I started feeling as if the brakes did not have sufficient pressure so decided to bring the car for service check up knowing that my brakes are still covered under the warranty. Originally my service advisor said that my car needed a brake pump, which was ordered and installed. After I drove the car home, I felt that the problem with the brakes still existed. I decided to bring the car back to Mini of Freeport Service, where after three days of dropping off my car to Mini of Freeport Service, I was informed by the service advisor that the entire braking system in the car was ruined due to an outside fluid that was put into my car.After many visits to the dealership and many phone conversations with corporate, they determined that my warranty or the dealership where not going to cover for the damages. At this point they asked that I pay $9,000 for the repair or to pick up the car. No further assistance has being provided.The car is not in drivable condition and the only people that ever touched my car were at the Mini of Freeport Service/ Hassel Mini BMW. There is almost one year left on the warranty of the car. The service department nor the warranty company wants to be responsible for the damages they caused to my car.I asked that Mini of Freeport Service/ Hassel BMW Mini or the warranty pays for the damages.Desired Settlement: I want the Service Department Mini of Freeport to pay for the repairs to my car. I firmly belived they caused the damages to my car.

Business

Response:

When [redacted] ([redacted]) contacted our service department about her concerns our service Manager reached out to our MINI representative for assistance on the customers behalf. After reviewing the history of the vehicle and the customers concerns it was discovered that the concerns brought forth by [redacted] ([redacted]) would have been an issue immediately and could not have been done by our Service center. It appears that the other service center that performed her oil change no doubt contaminated her brake fluid. The concerns were re visited in September when a representative from BMW reached out to our MINI rep asking if anything could be done. Our rep indicated that "she would have to stick to her guns on this one". Agreeing with our Service Manager that the customer would have had an issue with the brakes long before had it been done during her last visit to BMW MINI of Freeport and that no assistance would be given for the repair. To show good faith we would be happy to offer a 15% discount for the work to be performed at our facility.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The service manager at the Mini of Freeport Service told me that an oil change had nothing to do with brakes fluid when I told him that South Shore Hyundai did an oil change one time only. For Mini Of Freeport to now say that South Shore Hyundai service did it is just a way of not taking responsibilities for what they have done to my car. The First thing Mini of Freeport told me was to call my car insurance and have them pay for the mechanical brake down. I dint take my car to just anybody for the oil change, the oil change Mini of Freeport Service is referring to was done by South Shore Hyundai Service. I gave a copy of South Shore Hyundai's Service report to the manager at Mini of Freeport. He again assured me that he could not say it was South Shore Hyundai because as per South Shore Hyundai's Service report, only an oil change was done.All of my services since 2012 were performed by Mini of Freeport. They were the last to have done the brake fluid in March 2015 as their records indicate.I do not trust them with my car anymore. I like for them to give me the money so that I can service/ fix my car at a place I trust the mechanics and staff.Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: To whom this may concern:

My name is [redacted], and I recently came in for an oil change service on my 2002 mini cooper S on Friday, Jan, [redacted] @ 10am. I waited two hours for a simple oil change which was the least of my issue for this email. After the oil change was performed my service provider told me that I will need to replace my OIL FILTER HOUSING which is a $400+ part and labor which was another $500+, in total I was told it would cost me $915 to have the job done. I was in shock and asked why do I need this part? I was told that a spring fell out from my current housing so I would have to replace the entire housing. The service provider then handed me over the spring and a plastic clip and said "these were inside the housing". Before I came in for service I have had my mini oil changed several times prior and never had an oil light issue and the minute I walk out after being there for over three hours (waiting and handling this issue) I now have a permanent oil light on my dash. The service provider told me if I don't have the part changed the light will remain. After a back and forth debate and then having the issue being escolated to a higher service manager of whom I was told is in charge I was granted a 15% discount to have the OIL FILTER HOUSING replaced which bought the price down to $700. That is completely ridiculous that I should have to pay for parts that I never needed before I got there.

While driving home with the constant reminder of the oil light on the dash it made it very uncomfortable to enjoy my car and left me very concerned every mile of the way. When I got home I then went to check the oil level via the dipstick. When I pulled the dipstick out I realized they broke the dipstick and never even mentioned that to me, now I don't know if the other half is sitting at the bottom of my oil pan or if they just broke it off threw out the long tip and just pushed the top portion back in with hopes that I would never notice. Im a valued BMW owner for over 10 years, I've owned more then five BMW in that time and currently own an M3, 650i and my Mini cooper. This was my first time at BMW of Freeport and I'm far from pleased. I know my BMW's inside and out and perform all types of jobs on my cars. The only reason I did not do this oil change my self was because i've been really busy lately and have not had the time so I made the wrong decision in going into BMW of Freeport.

I will be marching back into the service area first thing Monday morning with hopes to meet with someone and having this situation rectified. I refuse to pay for something that was obviously a botch job in which pieces were handed to me and other parts were broken and covered up. I will also be coming in with a detailed sheet with specific instructions for an oil change in a 2004 or prior mini because I'm led to believe the tech that did the service might have been unaware of some changes.

Please contact me at your earliest convenience @ ###-###-####

Thank youDesired Settlement: I don't trust this business for nothing with my car and don't want them to put another hand on it. I simply want the parts they broke granted to me free of change because they were fine before Freeport MINI touched them. I will install the parts my self. These parts include a Brand new OIL FILTER HOURING and a BRAND NEW DIPSTICK.

Consumer

Response:

I have come to a positive resolution in this matter with BMW and MINI of Freeport, and find that this resolution is satisfactory to me and the matter has been resolved. I would like to thank [redacted] for his professionalism, and courtesy in handling the matter. I'm very happy and have total confidence in trusting my vehicle to this establishment for my future service needs.

Sincerely,

Review: On The [redacted] February 2015 I want to BMW of Freeport to View a used BMW 2014 330XI. I did not like the car so the sales person asked me if I would be interested in building a car I would like. I agreed and we built a car online, agreed on a price and singed a contract and I gave her a $500 deposit with my credit card.. After this I was never contacted by the dealer or sales person again. After two weeks I called the sales person again and told her I would like to modify the order. She suggested I come in to the dealership and make the changes.

At the end of the month on [redacted] February I returned to the dealership and met with the sales person again. I made my request to modify the order and added the additional options and features I wanted with the car. I also specified that I wanted to take European Delivery of the car. After waiting around the dealership for 3 hours because the sales person said she had to attend a meeting I sat with her and Placed the order for Eiropean delivery. She was not knowledgeable about the process but I waited and provided he with all the required information including the time frame I wanted to take delivery. This was very important because the dates must coincide with my vacation. I would pick up the car in Germany at the factory for my vacation. she was given all the information as required by the BMW European delivery plan.

After 4 weeks (March **) and no information on my order I called the dealership and left a message on a Thursday morning. After 4 days on the following Tuesday the sales person returned my call and after a long nonsense explanation said the order was late because someone messed up and that she just placed the order again, 1 1/2 month after the order was placed. I was extremely disappointed by this failure of basic customer service.

The following Day I called the Dealership and spoke to the [redacted] I asked him to transfer the sale to another person who knew how to handle the European Deliver Program. He made excuse after excuse and the said he would call me back. Since this I have called the dealership more than 10 times and the [redacted] has not returned my calls. After fillinf a complaint with BMW of North America in Late april The Buisness agent for BMW of Free port called my back and I explained the problem to him. He said he would call me back. Since then I have learned that the dealership has canceled my order and so far has refused to return my Deposit.

I did not cancel this order. The dealership canceled the order because they failed to execute the order as directed in the BMW European deliver program. Now that the order is canceled no one at BMW of Free port has made any attempt to explain why my order was canceled or explain to me why they canceled my order, ruined my vacation or returned my deposit.

Again I did not cancel the order, they messed up the order and now wont communicate or return my money.Desired Settlement: I want my deposit returned and compensation for ruining my vacation.

Business

Response:

From the first notice we have placed several calls and now emails to [redacted] and to date have not been able to connect. Without being able to speak with him to get his credit card information we can not issue the refund nor can we discuss his expectations of compensation. Once customer connects with us we will be more than happy to Immediately assist.

Review: I got into an accident on 5/**/15 and decided to take my vehicle to BMW of Freeport Collision Center thinking that it was a certified repair center. The accident involved minor damage to the bumper, which eventually had to be replaced The car was inspected by the insurance company on 5/**/15, and the repairs started. The body shop then found more damage and the adjuster from the insurance company came back to inspect the vehicle again on 6/*/15. Meanwhile I was waiting for my car to be repaired and I was out of town until 6/**/15, upon my return I called the body shop and they said that car was not ready yet. I made another call on 6/**/15 and they claimed the car would be ready by the end the day, but by the time they claimed the car was ready it was almost closing time, and I could not make it to the body shop since I live almost an hour away from the shop. I finally went to pick my car up that Friday 6/**/15 and found that the repairs were not even done properly the, bumper was not installed properly and this is after waiting 4 weeks for a repair that should have taken 2 weeks at most. This unacceptable that the repair was not done correctly in a certified body shop. They then promised to fix the issue by the next Wednesday 6/**/15, which was done. The issue that I am having now is that it was very unprofessional that the car was not repaired properly during my first visit. The second major issue is I did find a small dent on the left passenger door when I took my car home that day. I do not want to go back to the body shop and go through the same nightmare, so I just want to be compensated for this damage.Desired Settlement: Refund. I would just like compensation, I refuse to go back to this body shop after these business practices.

Business

Response:

On 06/**/2015 [redacted]

[redacted] came to pick up his vehicle from our body shop. Upon inspection 1 small chip was found and slightdamage to the fog light. The customer declined to take the vehicle and we were morethan happy to make it right. Our Body shop Manager Christopher L[redacted]acknowledged the customers displeasure and put him immediately into a rentalcar free of charge as well as giving him a few other services such as rim repair on 2 rims and a full detail withno charge to [redacted] for his inconvenience. Additionally we did the other 2 rims for him at a greatly reduced price.On 06/**/15 the vehicle was picked up by [redacted] and gone over verythoroughly by him alongside Mr. L[redacted]. [redacted] was completelysatisfied at the time of pickup so to hear that he is having anissue is disturbing to us and we will have Mr. L[redacted] contact [redacted] tosee what can be done.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do recognize that you guys fixed the issue with the bumper which was supposed to be done right in the first place but my issue is with the dent that is on my left passenger door. This was not there before and I have proof from the pictures the insurance company took along with the pictures you guys took. I don't want to go back to this bodyshop and go through the same nightmare of waiting weeks to Get my car fixed I just want compensation for this mishappening.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are in contact with [redacted] to arrange the removal of the dent at his location.

Review: I brought my BMW to BMW of Freeport to fix an issue with my transmission, my car would not go into reverse. the [redacted] explained to me that this problem was common with these cars because of all the snow that we have been having in the northeast and this was a minor issue. on February [redacted], 2015 I pick the car up, the [redacted] explained to me that the car has been test driven and is fixed I paid 2576.33 dollars to fix this problem the labor was 2100 and the part was 476.33. I drove home and parked without having to reverses because where I live the parking area is that of a parking lot setting. the next morning I was off to work and the car would not go into revers, I then put the car in neutral and pushed it back and drove straight to the dealership. when I dropped it off for the same issue the [redacted] told me I would not have to spend anymore money to have the car fixed because I already spent money.in an attempt to protect myself I called BMW of north America and explained the situation. The next day the [redacted] for BMW of north America called me and said she spoke to the service director and I should call him. however, when I tried I got the run around, he was either out to lunch or with a client so I left a message on his phone then I called the [redacted] and got the same treatment. later on that day I get a call saying my car is ready. when I got there the [redacted] told me the car is ready and I would have to pay another 1424.61 in order for them to release my car to me. I called back BMW of north America and the [redacted] who was helping me did not answer so I left a message and we are now in march and no reply. as a result, I had to pay another $1424.61 to fix the same reverse problem.Desired Settlement: I want my 2576.33 back because after I spent this money the car had the same issue.

Business

Response:

When we received this notification of the customers concerns a [redacted]/ [redacted] charge back had already hit our bank statement in the amount of $2100.00. We are not disputing the charge back and the customer will receive a refund once their bank releases it.