BMW of Alexandria

After reviewing this complaint and history of the vehicle BMW of Alexandria stands with it's original offer of a 20% discount towards all the recommended repairs.   The vehicle passed both Virginia and Maryland state inspections with non of these faults mentioned.  The vehicle was put through our 110 ten point inspection, prior to being retailed, in which the suspension is examined on multiple levels.  Items reviewed in the suspension are as follows, Frame integrity pass, Ball Joints pass, Tires and Wheels pass, Springs/Struts pass, Sway bars/links pass, Bushings pass, and Shocks/Strut inserts pass.  The items suggested in the current repair order were all working as designed at the time of sale.  We will honor the 20% discount towards these repairs over the next 10 business days and that is our final offer.

We have contacted Mr. [redacted] and apologized for our mistake, we will be refunding him for the service performed.  BMW of Alexandria considers this matter closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I e-mailed the customer apologizing for the lack of follow up by our Manager.  We agreed to the customer's request for a store credit for $150.
The matter should now be resolved -
Greg P[redacted]
BMW of Alexandria

BMW of Alexandria has contacted **. and [redacted] and honored the misquoted price that was given.  We explained the situation to our clients and apologized for our mistake.  We now deem this matter satisfied.

In an effort to address concerns, a letter of apology was mailed on Monday August 4 to [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
No letter received, email ignored again.
Regards,
[redacted]

After receiving the Revdex.com email, I attempted to contact the General Manager and got no response after 5 days. I don't think this is genuine apology, just going through the motions. No call was received, no written letter received.

[redacted]After careful review of your request for reimbursement for wrongful diagnosis, BMW of Alexandria has concluded that this request cannot be honored.  The diagnosis performed on July 8th (Repair Order# [redacted] attachment# 2) concluded that your IBS sensor had corroded and was in need of...

replacement.  Once the negative cable (IBS Sensor) was replaced and a recheck was performed, the system was showing as charging correctly including your alternator.  We also noted at this time that the alternator bracket seal was leaking oil and that alternator was soaked in oil as a result, however the alternator was still charging at this time.  The repair for your alternator bracket seal was noted originally as a recommend immediate repair on April 23rd of this year (Repair Order#[redacted] attachment#1).  At this time the repair was declined and no service was performed.  This leak caused your alternator to eventually fail, resulting in the vehicle being brought to us July 14th.  We performed a diagnosis (Repair Order# [redacted], attachment# 3) and determined that the alternator had failed as a result of the leaking alternator bracket seal, which resulted in the recommended alternator replacement, as well as the continued recommendation to fix the leak of the alternator bracket seal.  The repairs performed were the correct repairs to the vehicle at time of diagnostic, and it was noted that the oil leaking from the alternator bracket seal could cause problems with the alternator.  Therefore it is BMW of Alexandria's position that the correct repairs were performed and the correct preventative repairs were recommend but declined, and no wrongful diagnosis took place.  As a result of this review we stand by our diagnosis and repairs.  We would be willing to honor the discount that had been offered by Bob Hammersley towards the repair of the alternator and alternator bracket seal, but will not refund $883.85 for the IBS sensor.Respectfully, BMW of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
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 replaced. While at the shop I spoke with service manager Bob and explained my shifting issue one more time. I 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 gears. This would remove the SMG pump out of the equation and at that point the clutch would be the next suspected component at fault. The service writer documents this and assures me that the shop foreman will check that for me. I 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 exist. At 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 rejected. I 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 car. On 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 back. After 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 scratch. They had my car for 7 days and could not fully repair the damage. At 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 pressure. They 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 shifts. My guess was right, output pressure of the SMG was lower than normal causing delayed shifts. I had them replace the SMG pump which ultimately fixed the shifting issue.      This confirms that I will never take my car to this dealership again. If 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 with. This is either a scam that they pull on customers or just very unexperienced staff. Either way this should not happen to anyone.     I need to be compensated for this horrible experience.
[redacted]

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

[redacted],We have reviewed your complaint and your service file and want to apologize for not replacing the correct bulb.   After communicating with my Service Director, we are being told that our service department agreed to install the correct bulb for no additional charge some time ago, in...

which we thought you were in agreement to do so.  That offer still stands, we would be happy to install the correct bulb that was malfunctioning.  The other solution that we can provide is a credit back in check form for the work not performed correctly.  The noted charge amount in the complaint is $240.00 dollars, but our service repair order indicates a charge of parts and labor of $146.94, with tax added a total of $147.42.  BMW of Alexandria would be willing to refund a total of $147.42 for installing the incorrect bulb, or you are welcome to schedule an appointment and we will install the correct bulb at no additional cost.   Please let us know what you would like to proceed with and we will act accordingly.  We are sorry for the inconvenience and hope this will satisfy your issues.  Lastly please let us know if you wish to have a copy of the repair order that documents the work performed as well as part numbers involved in the repair, we would be happy to provide.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

Good Evening,BMW of Alexandria will honor the offer it has made for [redacted] 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[redacted]

I took out a lease with this dealership, and right from the start was harassed and lied to. The salesman told me I would be given a loaner until my car arrived because of some issues on the shipping end. I picked up the lease, and almost immediately began receiving calls and emails from the salesman requesting I return the lease. The contact became so invasive that I returned the loaner prior to being given my lease, and then had to pay $250 for a car rental for the weekend until the lease arrived.
I decided to end the lease early because it was overly expensive, and given the poor service from the beginning, I had lost any loyalty to this brand. I obtained a new lease from another auto maker, and turned in this BMW lease when obtaining the new car. BMW reported me to all 3 credit agencies for not making payments (though all payments were made on time by me). It turned out there was an issue with the new dealership, and they provided a letter stating it was their fault. I provided this letter to BMW per their instruction, so I could have the credit agency reports removed. BMW refused, stating no proof had been submitted - it was a blind template letter that obviously was sent without reading the material I submitted.
This was 3 months ago, and I am still receiving harassing emails, phone calls and mailings from BMW. They've told me during at least 5 phone calls that "this is the final payment/fee/charge and you will not hear from BMW again. Our business is complete." only to have the process renew the following week.
There appears to be zero customer protection available, and no avenue for ending this harassing. The local and federal governments both have zero interest in intervening where big business is concerned. Everyone just points to someone else for responsibility.
So don't deal with this company. They are shady, two-faced, and irresponsible.

I sent the following e-mail to the customer on Monday March 10, 2014 apologizing and asking customer to set up time to come to store and review the issues raised.  I have not heard back from customer.  No further action is planned from BMW of...

Alexandria at this time.
 
 
You filed a complaint with the Revdex.com about the rejection for the State Inspection completed at BMW of Alexandria.  I have pulled the Repair Order and VA Safety Inspection Rejection Report.  [redacted] was the Service Adviser and [redacted] was the Technician during your February visit.
 
BMW of Alexandria follows the rules established by the Commonwealth of Virginia for the Virginia Safety Inspection.  Based upon our inspection of your 2008 BMW [redacted] Convertible with 67k miles, there were three items which needed to be addressed in order to pass the Virginia Safety Inspection:  Lights, Suspension and Tires.  
 
The Left Front Halo Bulb needed to be replaced.  We quoted you $190 for the replacement, which is higher than our standard pricing.  We should have quoted you $120 for the bulb and the labor, which does not require the bumper to be removed.  I apologize for this misquote on this line item in terms of dollars and process.  BMW of Alexandria does not usually have our Valet staff in the lane change these bulbs at no cost to the customer.  Our Valet staff is not trained to complete these tasks and some of our customers have had issues in the past when the installation was not properly completed by untrained staff.  Accordingly, we established a policy against this type of installation at our store.  It is possible that other dealers in the area will replace the bulb at no charge, when the customer purchases the parts from the parts department.  
 
On the suspension failure issue, our Technician determined the Thrust Rod Bushings needed to be replaced.  This is a fairly common repair we make on cars with the age and mileage.  You indicated that you visited another inspection station and there was not an issue.  To clear up any confusion, we would be happy for you to bring your car into BMW of Alexandria, put the car up on a lift and show you the condition of the thrush rod bushings.  Please let me know a good time to come to BMW of Alexandria so we can show you the condition of these suspension items on your car.  We quoted $740 to have this repair made.
 
The final item on the list of failed items was the Right Rear Tire, which the Technician noted the belts were showing.  We quoted $310 for the tire to be replaced.  
 
As a one time good will gesture, we will reduce the cost of any repair you make at BMW of Alexandria by 25% the next time you return to BMW of Alexandria for any repairs made during calendar year 2014.  BMW of Alexandria tries to operate our business in a clear and transparent manner.  We deliver a premium experience to our customers and charge a premium price.  
 
I apologize for any issues with your visit.  Please let me know if you would like to visit the store and look at the condition of the thrust rod bushings.
 
Thank you for the feedback about our Service Department -
 
[redacted]General Manager
BMW of Alexandria
###-###-#### direct line
###-###-#### main number

We understand that there has been some issues related to the repairs made by BMW of Alexandria.  Our Service and Parts Director, Dave C[redacted], has spoken with the customer and reviewed theses concerns.  A house credit of approximately $1,000 has been issued to the customer for future work...

here at BMW of Alexandria.  We apologize for any problems caused and hope that the customer will continue to service their BMW with us in the future.
Greg P[redacted]
BMW of Alexandria

Dear Sir,I have revisited your frustrations with my service team.  I apologize that we have not earned your confidence within our dealership.  The scratch, that was communicated to be touched up, was not done to your satisfaction and we would be willing to repair the scratch completely which may involve replacing the rocker panel on which it is located at no cost to you.  As far as your transmission concerns with the hard shift in the vehicle goes,  I have spent extensive time going over this with our shop foreman and we still stand behind our recommended repairs.  We have seen many instances in the past on similar vehicles in which SMG pumps were replaced or other components were replaced only to lead to more issues within the transmission and clutch.  We aim to repair vehicles for long term fixes and that is why we recommended the repairs that we did.  You elected not to use our recommendations and get a second opinion which has worked in your favor as you stated and is your right as a consumer.  The only charge that was incurred on your vehicle was for the software update which was diagnosed and performed correctly.  Because no other charges or repairs were done to your vehicle we don't see how compensation plays a part in your satisfaction.  As I have stated previously, we are very sorry that our diagnosis was unacceptable to you, but it is what we feel was the correct fix when we were examining the vehicle in our shop.  We will repair the scratch on your vehicle, located on the rocker panel, completely if you wish to do so.  Thank you for bringing this to our attention, and again we apologize for your frustrations in this matter.  Regards,Paul B[redacted]General Manager

Review: I used the [redacted] car buying program to try and purchase a vehicle at BMW of Alexandria. [redacted] service does pre-negotiated rates with each dealer and the service allows you to pick your closest dealer. After I printed out the pricing, the sales guy went to his GM and came back and said that they wouldn't honor the [redacted] pricing. "See the fine print, it says subject to dealer verification, we are not going to honor it". The car was on the lot and in stock. I even tried to contact the GM to express my concern to him directly, of course he wouldn't take my calls or return my voicemail. I filed a complaint with [redacted] ([redacted]) to have them delisted as a client. I went and got my BMW somewhere else who treated me with respect.

After speaking with [redacted], they were very rude to them as well and told them that they don't want to be involved in their program anymore. [redacted] has escalated the situation internally to get them delisted from the program.Desired Settlement: Rating should be decreased.

Business

Response:

I wrote an e-mail to the customer apologizing for the issues related to [redacted] ([redacted]) programs. I provided my direct line and e-mail contact information for the customer to contact me if there were anything else to discuss.