BMW of Alexandria

I have reviewed the clients most recent visit to our service department and have listed an account of what occurred I have also included a resolution that we deem to be fair and applicable The client brought his vehicle in on October the 8th for an A/C complaint The client
came in stating the A/C was not blowing cold The vehicle was brought into the shop where a technician looked at the vehicle and evaluated the A/C system which showed the system to be low on Freon The technician then proceeded with a vacuum test of the system, in which no leaks were shown The technician then recharged the system and performance tested the A/C, which at the time was blowing cold The client was called to pick up their vehicle. At the time of delivery to the client in the service lane the A/C system was not blowing cold The service manager took the vehicle into the workshop and investigated the vehicle with the tech and found that the A/C drive belt had come off the A/C pulley We put the client in a loaner vehicle at this time Our tech installed a new drive belt and tensioner and then started the engine to test. As soon as the engine started the belt came off the pulley Further diagnosis showed that the A/C compressor clutch assembly was bad The clutch assembly is not sold separately and requires the purchase of the A/C compressor The client was advised that the replacement cost would be $2, Taking into account the inconvenience and frustrations of our client, our service department agreed to perform the repair for the cost of the parts which are $1, The client declined the offer at this time and took his vehicle I stand by our offer to replace the A/C compressor for the cost of the parts and not charge labor to further our relationship with the client This offer will be valid for the next days from a starting date of October 22nd We would also be more then willing to diagnose client's check engine light and let him know what repairs would be needed.Regards,Paul B***General ManagerBMW of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:car still feel shaking from the rear and I believe that the rest of the wheels might be bent as well but wont be able to tell,need all wheels to be look at and balance them or replaced if necessary
Regards,
*** ***

BMW of Alexandria has reviewed the complaint stated by *** *** The contact for this vehicle was completed on February 7, and passed a Virginia state inspection prior to being retailed The purchased vehicle was then subject to a Maryland state inspection, which *** ***
initiated, on February 16, in which it passed *** ***' vehicle was brought to BMW of Alexandria's service department on March 19, with a complaint of the tail lamp malfunction warning activated and a vibration when braking at highway speeds BMW of Alexandria diagnosed the complaints and replaced a xenon bulb The vibration complaint was diagnosed but declined for repair by the customer These additional recommended services were also declined After reviewing the facts stated above BMW of Alexandria will not commit to a refund for the vehicle If *** *** would like to move forward with any of the recommended services or repairs BMW of Alexandria will provide a goodwill 20% discount for work performed This offer will expire within the next business days, please contact BMW of Alexandria's service department to schedule an appointment

Good Evening,
BMW of Alexandria will honor the offer it has made for *** *** until close of business December 22nd, after which we will consider this matter closed You may contact our service department to set up an appointment to complete this repair.
Regards,
Paul B***

Dear *** ***,BMW of Alexandria has reviewed this complaint and examined all records of the vehicle that we have access to At no time do we see any history of the vehicle being in an accident or having any type of structural damage in the records that we have After review of this
information we will not be able to participate in refunding the purchase amount for the We are are sorry that you are not satisfied with the and would be happy to inspect the vehicle and address your concerns Please contact us so we schedule an appointment If you wish to trade or sell the vehicle back to us we can accommodate that as well We would need to appraise the vehicle and then provide a value for purchase Please contact us if you wish to move forward with either of these options so we may address your concerns

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I dropped off the car on the 8th of September to have the scratch removed and the brake sensor that was damaged replacedWhile at the shop I spoke with service manager Bob and explained my shifting issue one more timeI advised him of correct troubleshooting of the symptoms and that they should be checking the output pressure of the SMG pump which is done by a computer while shifting gearsThis would remove the SMG pump out of the equation and at that point the clutch would be the next suspected component at faultThe service writer documents this and assures me that the shop foreman will check that for meI get a call the next day from the same service writer advising me that the shop foreman says my car is not equipped with "SMS" and that theres no way for him to check the output pressure since it does not existAt this point I'm shaking my head and ask her what is SMS? I asked for you to check the pressure of the SMG and I explained to you exactly how the system works how could you call me back with this nonsense info? She then proceeds to advise me to have my clutch, flywheel, and transmission replaced which I rejectedI told her to just fix the items the dealership damaged during my visit and disregard my shifting issues.
I waited six days after that call, no one from the dealership reached out to me with an update on my carOn the 15th of September I called the dealership for the status of my car which they had no idea of and said they would check with Bob the manager to see if its ready and they would call me backAfter an hour they call me and advise me the vehicle is ready for pickup.
The business did replace the brake sensor and buffed out the white paint that was on the surface of the scratch they created on my car but never actually got rid of the scratchThey had my car for days and could not fully repair the damageAt this point I give up, customer service is obviously not their expertise and I will not waste any more of my time dealing with them.
As far as rejecting the services they recommended, I am so glad I did because I ended up taking the car to an independent shop and had them troubleshoot the shifting issue by checking the SMG output pressureThey understood exactly what I was talking about and took the car on a drive with the diagnostic computer hooked up to see the pressure reading during shiftsMy guess was right, output pressure of the SMG was lower than causing delayed shiftsI had them replace the SMG pump which ultimately fixed the shifting issue.
This confirms that I will never take my car to this dealership againIf I didn't know how my car worked I would have ended up paying them over $7k to replace components that were not faulty to begin withThis is either a scam that they pull on customers or just very unexperienced staffEither way this should not happen to anyone.
I need to be compensated for this horrible experience
*** ***

BMW of Alexandria stands by the work they have performed and no further action will be taken The repairs and replacements performed remedied all damage pertaining to the complaint that was made

We have been unable to reach *** ***, but have sent her a check for the $requested in her complaintHopefully this will resolve the matter -
*** ***

We have been in contact with the client and are currently working on a resolution We have asked that the client bring the vehicle in so we may inspect the faults mentioned in the complaint Once we have seen the issues the client has mentioned we will be able to move forward with a
solution to the complaint BMW of Alexandria will be reaching out today to setup a time to meet with the client and view the vehicle

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I appreciate the phone call from the service manager.Regards, *** ***

I had the most interesting service with the company and I believe it's important that I take time to share I wished I could have spent little time reviewing this service centers - my mistakeI took my vehicle in to get a look b/c my windshield wiper was giving me trouble on my 535xi (2010) The service agent called and said that two electronic parts (around $1,each) are shorting She also mentioned that there's an oil leak and the estimate to fix everything was around $5, (I should have stopped here and got the 2nd opinion but being new to town and felt I could trust BMW dealer) Once I got there, the total price was $5,(that was with discount) but what was appalling was that the total parts were around $1,which leaves $3,for the labor cost I'm simply lost at that labor cost and very disappointedI estimate the labor was around hours - at the maxI don't believe the service agent was transparent to newly arrival and incidents such as this should be posted for everyone

BMW of Alexandria as of today has contacted the client and acknowledged the complaint We noted that we were in error, and apologized for the mistake We are refunding the client for the improper service performed on the spark plugs, and have offered future assistance on the clients
next service

"">I have reviewed the clients most recent visit to our service department and have listed an account of what occurred I have also included a resolution that we deem to be fair and applicable The client brought his vehicle in on October the 8th for an A/C complaint The client came in stating the A/C was not blowing cold The vehicle was brought into the shop where a technician looked at the vehicle and evaluated the A/C system which showed the system to be low on Freon The technician then proceeded with a vacuum test of the system, in which no leaks were shown The technician then recharged the system and performance tested the A/C, which at the time was blowing cold The client was called to pick up their vehicle. At the time of delivery to the client in the service lane the A/C system was not blowing cold The service manager took the vehicle into the workshop and investigated the vehicle with the tech and found that the A/C drive belt had come off the A/C pulley We put the client in a loaner vehicle at this time Our tech installed a new drive belt and tensioner and then started the engine to test. As soon as the engine started the belt came off the pulley Further diagnosis showed that the A/C compressor clutch assembly was bad The clutch assembly is not sold separately and requires the purchase of the A/C compressor The client was advised that the replacement cost would be $2, Taking into account the inconvenience and frustrations of our client, our service department agreed to perform the repair for the cost of the parts which are $1, The client declined the offer at this time and took his vehicle I stand by our offer to replace the A/C compressor for the cost of the parts and not charge labor to further our relationship with the client This offer will be valid for the next days from a starting date of October 22nd We would also be more then willing to diagnose client's check engine light and let him know what repairs would be neededRegards,
Paul B[redacted]
General Manager
BMW of Alexandria

Dear Mr. [redacted],
 
We are sorry to hear that your vehicle is having issues and have read through your recent complaint.  Looking back at your previous service in November we see that several repairs were performed and would like to know more about your current concerns....

 If you could provide us some more detail we can look into this thoroughly and see what we can do to assist.  If you local to our area we would also be happy to examine the vehicle and diagnosis what problems are occurring.  When did these new issues start occurring and what do you feel was not fixed on the vehicle?  Any other insight would be much appreciated as well. We hope to hear from you soon. 
Best,
 
BMW of Alexandria

From: Paul B[redacted] Date: Thu, Oct 22, 2015 at 1:07 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Good Afternoon [redacted],I have my written response listed below, please let me know if you will need anything...

else.Response:We at BMW of Alexandria have reviewed this complaint and reached the following conclusions.  The client brought in his vehicle for a shifting issue which was addressed on September 4, 2015 in which we performed a software update.  We noted on the repair order that the rough shift was still present on hard acceleration and that a new clutch and/or transmission might be needed.  We quoted a repair/replacement on the repair order for a new clutch and fly wheel but the work was not performed due because we did not have authorization from the customer.  After the client returned later that evening with scratches noted on his vehicle and the brake light illuminated the dealership agreed to rectify both problems at the dealerships expense.  The client returned to our dealership on September 8th in which a loaner vehicle was provided and the scratch to the rocker panel as well as the rear brake indicator was repaired.  The vehicle left our care again on September 9th and have had no further complaints from the client.  We feel that we have met the clients demands that we were at fault for and the other issues listed should not be incurred by the dealership since the repairs were done correctly and the additional work needed to address the customer's concerns were not authorized and thus never performed.  Paul B[redacted]General Manager BMW of AlexandriaVP AV Automotive###-###-#######-###-#### Direct

I had the oil engine change a month ago at this dealer. After the change, the customer service reported me that my vehicle need to replace oil housing + gaskets and tentioner due to the oil click. I asked them to show me where the leak coming from, but I could not able to show me that. So, I decided not to replace those parts as they recommended, which cost over 2000$. I have been driving the vehicle for more than 4 months now and I check the oil level every day. I do not see any leak from the engine and the oil level still full as it was as the oil change. What do you think about this dealer? are they trying to make money by leading customers to change parts that not necessary? Be careful to follow that they recommend you to do. That's all I have.

BMW of Alexandria has reviewed this complaint as well as contacted and spoken with the customer.  The repairs sighted have already been completed and were in the process of being performed when the complaint was submitted.  We replaced the damaged wheel rim with a new one and completed an...

alignment on the clients vehicle.  Our Service Director had previously spoken with the client and addressed all his issues concerning the status of his vehicle.   We have confirmed this  with the client and made sure the  repairs were done to satisfaction.  After speaking with the client it is our position that the complaints have been resolved.

We have contacted the customer, explained the mistake made by BMW of Alexandria and apologized for the mistake.  A check has been cut to the customer and mailed to bring resolution to the matter.
At this point, BMW of Alexandria believes the concern has been addressed and the...

matter should be considered closed.
We apologize for the delay in refunding the money for the cancelled wheel and tire warranty -
Greg P[redacted]
BMW of Alexandria

BMW of Alexandria performed a goodwill repair to the vehicle in reference on Sept. 12th 2016.  We have addressed the customer's complaint and consider this matter closed.

From: Paul B[redacted] <[redacted]@bmwofalexandria.com>Date: Mon, Jun 22, 2015 at 1:48 PMSubject: Response for Complaint [redacted]To: [redacted]@myRevdex.com.orgAfter reviewing our customer's complaint and speaking with the customer directly BMW of Alexandria will be responsible for...

paying the expense of the [redacted] Rental Damage.  While we don't feel that the damage occurred at our store we did offer the service's of [redacted] to our client.  We also committed to helping the client with this problem and did not follow up on the matter correctly or promptly.  Therefore BMW of Alexandria will handle and cover the charges listed from [redacted] Rental to our client.Paul B[redacted]General Manager BMW of AlexandriaVP AV Automotive###-###-#######-###-#### Direct[redacted]@bmwofalexandria.com