BMW Motorcycles of North County

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 First of all I want to thank [redacted] for responding to my complaint with the Revdex.com Mr [redacted] is correct in stating that the date of the repair was stated incorrectly I entered the date incorrectly in my original complaint and it occurred on 11/14/not on 11/4/as I stated originally My apologies for any confusion this may have caused but I don't believe it impacts the situation regarding my complaint I disagree with Mr [redacted] second assertion above that the repairs done on 11/14/ were not covered by the vehicle's warranty I make this statement because I have carefully reviewed the required servicing on the motorcycle to maintain the warranty This required servicing is listed in the owner's manual that I received with the motorcycle when purchased Nowhere in this listing of required servicing is the repair that was done to correct the problem with the vehicle If needed, I can provide a copy of the documentation of the required service Therefore, my position is the repair done was not a procedure required by vehicle servicing but was done to correct a specific problem with the vehicle and should be covered by the warranty I would also like to emphasize that the problem with the vehicle was present when the vehicle was first purchased and delivered to me Given that the vehicle had the problem from day one, I believe I am justified in expecting the vehicle warranty to cover cost of the repair Regards, [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 belowFirst of all I want to thank [redacted] for responding to my complaint with the Revdex.com Mr [redacted] is correct in stating that the date of the repair was stated incorrectly I entered the date incorrectly in my original complaint and it occurred on 11/14/not on 11/4/as I stated originally My apologies for any confusion this may have caused but I don't believe it impacts the situation regarding my complaint I disagree with Mr [redacted] second assertion above that the repairs done on 11/14/ were not covered by the vehicle's warranty I make this statement because I have carefully reviewed the required servicing on the motorcycle to maintain the warranty This required servicing is listed in the owner's manual that I received with the motorcycle when purchased Nowhere in this listing of required servicing is the repair that was done to correct the problem with the vehicle If needed, I can provide a copy of the documentation of the required service Therefore, my position is the repair done was not a procedure required by vehicle servicing but was done to correct a specific problem with the vehicle and should be covered by the warranty I would also like to emphasize that the problem with the vehicle was present when the vehicle was first purchased and delivered to me Given that the vehicle had the problem from day one, I believe I am justified in expecting the vehicle warranty to cover cost of the repair Regards, [redacted] ***

We received your notification of complaint from Mr*** ***
(attached) and are writing to respondFirst, some of the details provided in this complaint are incorrectHe states the date of the repair was 1/4/when I show it was actually Second, he alleges that the repairs we made are covered under warranty when in fact they are considered part of service work to be performedMr*** is correct in stating he has the right to perform the service work himself and we routinely aide customers with this process, providing them details upon request as well as selling routine service partsHowever, the computer aspect of the service work is Something we have to charge for as it requires a special diagnostic computerWhenever the motorcycle comes in for service work we perform several checks and resets in the diagnostic computerThis process takes some time and has labor costs associated with it, hence the $chargeWhen Mr*** brought in his motorcycle with the run-ability complaint, we simply performed the computer aspect of the service work within our diagnostic computerThis rectified his issue and the motorcycle ran as it was designedSince we performed work that was part of routine maintenance it is not covered under the motorcycle's warranty and therefore we must charge for the labor to perform the jobI am unwilling to refund him any of his moneyIf Mr*** truly wishes to be able to perform all aspects of the required service on his motorcycle he will need to purchase a diagnostic computerThese are available from several aftermarket suppliers, though they are very expensiveIf you have any further questions or concerns about this issue please let me knowThank youSincerely,
*** *** Operations Manager

Brought my new BMW in for a tire change before heading to a track day. Somehow they managed to drop the bike, scratch it up in multiple locations, and break the cruise control, instrument cluster, etc. When they called to let me know this they only mentioned that the shift shift lever (foot) was bent and that the after market windshield was scratched. I though "ok, no big deal, things happen".
When I got to the dealer they also mentioned that the instrument cluster was damaged. As I looked over the bike I found several other areas that were damaged, and as I pointed them out they said "we know about that, we'll take care of it. I was annoyed that I wasn't told up front about all of the damage, but whatever. The bike was still rideable so I rode off.
About a mile later the cruise control lock (sliding plastic piece) fell off of the bike. When I got home and inspected the bike closely with a flashlight I found that the controls on the left side had received damage, and that there were several other scratches and dings. I called them and I was told "we know, we're going to take care of it."
I came back maybe a week later to meet with the manager and go over the bike. I had a punch list of all of the problems that I found and we went over each one. They ordered the parts and I waited.
Once the parts came in I brought the bike back so they could do the install. When it was complete I came back and did a quick once over on the bike. I noticed that they had ordered a larger windscreen than the one they damaged but didn't say anything because I just wanted to be done with it. Like a crazy person I trusted that they took care of everything so I took off for home. When I got home I did a thorough inspection and found that they did not replace the scratched bar end or they aftermarket mirror extender.
I waited a few days (was frustrated) and called them back to let them know. The paperwork they gave me showed that they had replaced the mirror extender, so I suggested that they may have ordered it and it's still sitting on a shelf. I was told that they'd check and call me back. Been about two weeks now and still no call back.
I've now ordered the replacement parts myself and will just eat the money. This was the most time consuming, frustrating, and costly tire change in history. They mishandled and damaged my bike and communicated poorly (can't stress this part enough) from beginning to end. If I had dropped one of their new bikes on the showroom floor I would have made it right...a courtesy (obligation actually) that they did not show me. Thirty years of riding, and thirty years of having my bikes serviced and maintained by dealers (Yamaha and Ducati), and I've never experienced anything even remotely like this. I won't be back.

We received your notification of complaint from Mr. [redacted] (attached) and are writing to respond. First, some of the details provided in this complaint are incorrect. He states the date of the repair was 1 1/4/16 when I show it was actually 2014. Second, he alleges that the repairs we made are...

covered under warranty when in fact they are considered part of normal service work to be performed.Mr. [redacted] is correct in stating he has the right to perform the service work himself and we routinely aide customers with this process, providing them details upon request as well as selling routine service parts. However, the computer aspect of the service work is Something we have to charge for as it requires a special diagnostic computer. Whenever the motorcycle comes in for service work we perform several checks and resets in the diagnostic computer. This process takes some time and has labor costs associated with it, hence the $98 charge. When Mr. [redacted] brought in his motorcycle with the run-ability complaint, we simply performed the computer aspect of the service work within our diagnostic computer. This rectified his issue and the motorcycle ran as it was designed.Since we performed work that was part of routine maintenance it is not covered under the motorcycle's warranty and therefore we must charge for the labor to perform the job. I am unwilling to refund him any of his money. If Mr. [redacted] truly wishes to be able to perform all aspects of the required service on his motorcycle he will need to purchase a diagnostic computer. These are available from several aftermarket suppliers, though they are very expensive.If you have any further questions or concerns about this issue please let me know. Thank you.Sincerely,[redacted] Operations Manager

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.
First of all I want to thank [redacted] for responding to my
complaint with the Revdex.com. 
Mr. [redacted] is correct in stating that the date of the repair
was stated incorrectly.  I entered the
date incorrectly in my original complaint and it occurred on 11/14/2014 not on 11/4/2016 as I stated
originally.  My apologies for any
confusion this may have caused but I don't believe it impacts the situation
regarding my complaint.
I disagree with Mr. [redacted] second assertion above that the
repairs done on 11/14/2014
were not covered by the vehicle's warranty. 
I make this statement because I have carefully reviewed the required
servicing on the motorcycle to maintain the warranty.  This required servicing is listed in the
owner's manual that I received with the motorcycle when purchased.  Nowhere in this listing of required servicing
is the repair that was done to correct the problem with the vehicle.  If needed, I can provide a copy of the
documentation of the required service.
Therefore, my position is the repair done was not a procedure
required by normal vehicle servicing but was done to correct a specific problem
with the vehicle and should be covered by the warranty.  I would also like to emphasize that the
problem with the vehicle was present when the vehicle was first purchased and
delivered to me.  Given that the vehicle
had the problem from day one, I believe I am justified in expecting the vehicle
warranty to cover cost of the repair.
Regards,
[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.
First of all I want to thank [redacted] for responding to my
complaint with the Revdex.com. 
Mr. [redacted] is correct in stating that the date of the repair
was stated incorrectly.  I entered the
date incorrectly in my original complaint and it occurred on 11/14/2014 not on 11/4/2016 as I stated
originally.  My apologies for any
confusion this may have caused but I don't believe it impacts the situation
regarding my complaint.
I disagree with Mr. [redacted] second assertion above that the
repairs done on 11/14/2014
were not covered by the vehicle's warranty. 
I make this statement because I have carefully reviewed the required
servicing on the motorcycle to maintain the warranty.  This required servicing is listed in the
owner's manual that I received with the motorcycle when purchased.  Nowhere in this listing of required servicing
is the repair that was done to correct the problem with the vehicle.  If needed, I can provide a copy of the
documentation of the required service.
Therefore, my position is the repair done was not a procedure
required by normal vehicle servicing but was done to correct a specific problem
with the vehicle and should be covered by the warranty.  I would also like to emphasize that the
problem with the vehicle was present when the vehicle was first purchased and
delivered to me.  Given that the vehicle
had the problem from day one, I believe I am justified in expecting the vehicle
warranty to cover cost of the repair.
Regards,
[redacted]

Brought my new BMW in for a tire change before heading to a track day. Somehow they managed to drop the bike, scratch it up in multiple locations, and break the cruise control, instrument cluster, etc. When they called to let me know this they only mentioned that the shift shift lever (foot) was bent and that the after market windshield was scratched. I though "ok, no big deal, things happen".

When I got to the dealer they also mentioned that the instrument cluster was damaged. As I looked over the bike I found several other areas that were damaged, and as I pointed them out they said "we know about that, we'll take care of it. I was annoyed that I wasn't told up front about all of the damage, but whatever. The bike was still rideable so I rode off.

About a mile later the cruise control lock (sliding plastic piece) fell off of the bike. When I got home and inspected the bike closely with a flashlight I found that the controls on the left side had received damage, and that there were several other scratches and dings. I called them and I was told "we know, we're going to take care of it."

I came back maybe a week later to meet with the manager and go over the bike. I had a punch list of all of the problems that I found and we went over each one. They ordered the parts and I waited.

Once the parts came in I brought the bike back so they could do the install. When it was complete I came back and did a quick once over on the bike. I noticed that they had ordered a larger windscreen than the one they damaged but didn't say anything because I just wanted to be done with it. Like a crazy person I trusted that they took care of everything so I took off for home. When I got home I did a thorough inspection and found that they did not replace the scratched bar end or they aftermarket mirror extender.

I waited a few days (was frustrated) and called them back to let them know. The paperwork they gave me showed that they had replaced the mirror extender, so I suggested that they may have ordered it and it's still sitting on a shelf. I was told that they'd check and call me back. Been about two weeks now and still no call back.

I've now ordered the replacement parts myself and will just eat the money. This was the most time consuming, frustrating, and costly tire change in history. They mishandled and damaged my bike and communicated poorly (can't stress this part enough) from beginning to end. If I had dropped one of their new bikes on the showroom floor I would have made it right...a courtesy (obligation actually) that they did not show me. Thirty years of riding, and thirty years of having my bikes serviced and maintained by dealers (Yamaha and Ducati), and I've never experienced anything even remotely like this. I won't be back.