BMW of Bloomfield

Thank you for contacting us regarding this matter. Although we attempted to respond on the website to this complaint we were not given the option.
73, 125);"> In the meantime we had been in contact with the customer directly, this concern was resolved and the customer should be satisfied. Although our Finance Manager Kurtis H initially took the information and responded right away, it took the third party warranty company some time to respond to us. At this point it has been resolved. Please let us know what else we need to do if anything to clear up the matter. Any help you can provide would be greatly appreciated. Thank you again, Michael M Sales Manager BMW of Bloomfield

I worked very close with this customer personally to make sure that the car was repaired properly.  I know we had some difficulty reaching out to the [redacted] dealership that had her car and getting them to honor the warranty for the transmission that needed to be put in the...

car. 
After a little back and forth with the service department in [redacted] for [redacted] everything was addressed and taken care of.  As for the ticket I spoke to the customer and she reassured me that everything was taken care of and she was very happy with the car now.
 
I told her that if she ever needed my help again I would be more than happy to assist in any way possible.

[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]

Purchased a new car and Ronald H[redacted] was a profressional and polite salesman. I would likely recommend to my friends and family memebers.

[redacted]
I am rejecting this response because: My car was first brought in for air conditioning service in April 2012 and not in April 2013 as BMW is stating. In April 2012, I was told that they had to put die in system to see where leak was and car had to be recharged. They never indicated there was a problem with the air conditioner. Air conditioner lasted through the summer and when hot weather returned in April 2013, the air conditioner was not blowing cold; so I returned for service and was told that repairs were needed as indicated in original complaint filing. It is now 2014 and I am told that additional repairs are needed. Given recurring issues I  had car inspected by certified BMW private mechanic who indicated the problem is coming from Evaporator. He even showed me where the die is appearing and said Evaporator is located in that spot. As the car was never recharged by BMW dealership when brought in this year, he wanted to know how they checked to determine where most recent problem was originating. Additionally, while BMW of Bloomfield is not receiving complaints about A/C, there are numerous internet reports indicating that A/C is faulty in 2006 X3. I am not interested in paying for any further bandaid approaches, even at a discounted rate, to resolve a problem that is much deeper than what is being recommended.
Regards,
Ceola Shelton

Good Morning,
Our Sales Managers and Motor Vehicle Clerk have been in constant contact with Mr. [redacted] regarding this issue. The transfer of his license plates is complete on our end.
However Mr. [redacted] against our advisement took matters into his own hands and turned in his...

license plates to the DMV. Which is the reason why this process has taken a lot longer then necessary. The DMV is now giving him an issue with giving them back. Our Motor Vehicle Clerk is reaching out to the DMV where he turned in his plates to resolve this situation as quickly as possible.

I have spoken to the Used Car Manager as well as the Service Manager in reference to the customers concerns and they are willing to help out the customer and repair the oil leak in the car.  The car was sold to the customer as is and the problems were found a month later. 
I know...

that the service manager is reaching out to the customer today to let her know what we are taking care of for her.

In this case the client is partly correct, we as a franchised new car dealer did in fact try to honor the clients request to purchase his own car upon lease termination. BMW NORTH AMERICA AND BMW FINANCIAL SERVICES refused to allow us to help the client. We as a dealer had ZERO control over...

this decision, the clients lease return was under a NATIONAL RECALL because of a potentially defective airbag and BMW flatly refused to help us or the client. We apologized profusely to the client over this issue, had we been able to sell him his own car we certainly would have.As far as the clients assertion that his car is now for sale at our store.... that is false. We did in fact purchase the car from BMW but the car is still not repaired as BMW has not shipped us the replacement air bag components.
The vehicle more than likely showed up on our website for one day as when we purchase any car, our system automatically uploads the vehicle to our site, we then must manually make whatever adjustments are necessary.
If the client would like to purchase the vehicle once it is repaired we would be more than happy to accommodate him.
 
respectfully, Tim H[redacted]

Complaint: [redacted]
I am rejecting this response because: To this day my vehicle still is not registered I have no paperwork saying my vehicle is or have been registered. On my dmv abstract right now the vehicle that was registered in my name with the wrong vin stills shows me having this vehicle registered to me in my name with my license plates associated with this vehicle I don't have. And for the record no one advise me not to turn in my plates. Everyone that associated themselves at this dealer with this current issue is full of themselves, everyone seems to be trying to cover themselves because the screw up and they know it. Like I mention before I recieved a letter head from the DEPARTMENT OF MOTOR VEHICLES stating my vehicle registration will be suspended and my plates needed to be turn in and thats what I did because a vehicle was registered to me that I don't have in my possession. Now its getting close to 4 months and I still don't have a vehicle to drive. But [redacted] the motor vehicle clerk supposedly that works there and her counterpart Advise me do go to my local motor vehicle where my license plates are and to try and deceive them to see if they will hand over my plates to me. Like I mention before no one cares on how this affects me or making it a priorty to rectify this problem. No one should be experiencing this when purchasing a vehicle but I have and still paying for a vehicle I can't drive. 
Regards,
[redacted]

As far as Ms. [redacted], it is certainly true that the car we sold her experienced a few problems immediately...

after she received delivery from us. The vehicle is a Certified BMW that has passed all tests required by BMW NA and is in excellent running condition. Without question Ms. [redacted] was inconvenienced by these issues, we apologized each time and repaired the vehicle per BMW NA’S instructions. If we believed at any time the vehicle was not up to BMW standards we would have nullified the sale and  taken the car back, that is simply not the case.
 
Please know BMW products are extraordinarily complicated, sensitive, performance machines that often need minor tweaks and adjustments. It is for this very reason all BMW dealers and BMW NA provide a comprehensive bumper to bumper warranty on all Certified BMW products.
 
I invite Ms. [redacted] to contact me at any time should she have any  additional concerns.
 
My cell number [redacted].
 
[redacted]

Our Sales Manager [redacted] has rectified this tax issue with the customer and BMW Financial Services.
Thank you

I would like to compliment Bloomfield BMW and manager Anthony L[redacted] for his assistance with my vehicle! He has provided me with an outstanding customer service experience, more than superior treatment and is incredibly up to speed with all services and parts! Very appreciative for all his help in regards to my vehicle! His professionalism speaks for itself and is a model for what great luxury service represents! Looking forward to my next visit to BMW of Bloomfield!

I spoke to the Gap insurance company (Which we do not use any more and I think that was the problem with getting this check) and was told that I...

will have a check in my hands no later than Monday morning in which I will then be able to send out a check overnighted to Mr. [redacted]. 
I called Mr. [redacted] and left a voice letting him know that we were very sorry about the delay and that he will be getting a check overnighted to him for Tuesday delivery. I left my name a cell phone number for him to reach me.

Due to the complexity of the Air Conditioning sytem and the discrepancy between our diagnosis and that of the third party,I would like to inspect the vehicle more throughly.
BMW has a two year warranty on all replacement parts and labor. If the air conditioning system is leaking in any area we have serviced or replaced it would be covered under this warranty. If it is any other part of the system that has not been serviced and the leak is identified in that area it would not be a covered component. Please let us know if this acceptable. Thank You

To Whom it may concern,This following complaint has been resolved on our end regarding the customers issue.When the customer first came in we performed an inspection on the car and found an oil leak. We fixed the oil leak and charged thecustomer $45.15. The customer then came...

in for a 2nd time 4 days later with an oil leak again. After inspection of the vechile we found that the timing chain and tension bolts needed to be replaced. We replaced both parts free of charge to the customer. The customer came in again for a 3rd time 5 days later, same issue regarding an oil leak. Upon inspection we found that the timing chain quide was broken which was causing the chain to back up and break the tension bolts recausing an oil leak. We replaced everything and only charged the customer for the timing chain ($27.28) The customer picked up his car Thursday 1/29/15, it was fully fixed and the customer has not come in or called stating there was a further problem.If you have any question please feel free to contact us. ###-###-####Thank you

Mr.[redacted] brought his vehicle in for the first [redacted]e on July,17th 2014. The vehicle at that [redacted]e had 94,016 miles. The vehicle came in for an oil change and the check engine light on. The vehicle was diagnosed as having bad vanos solenoids. The repairs were performed and the fault codes for the...

vanos solenoids did not re-appear.The next day,Mr. [redacted] brought his vehicle back with the check engine light on. The fault codes for the vanos solenoids were not present. there were two new issues with the vehicle. One,Our technicians found a cracked crank case vent valve at the back of the engine(the complete opposite side of the area we worked on)which was triggering the check engine light and a transmission failure fault. We offered Mr. [redacted] to accept 50% of the responsibility of the Crank case valve repair in the off chance we may have disturbed it during the initial repair. As for the transmission issue, We test drove the vehicle for 1 mile. The likeyhood that Mr.[redacted]' transmission had a failure during the test drive is absurd. Our standpoint is that this was a pre-existing condition of the vehicle. We would be happy to fully diagnose his vehicle at no charge but will not make any further contribution to the repairs other than what was initially offered.

Review: On Dec. 23, 2014 I bought my 2005 BMW M3 to BMW of Bloomfield due to an oil leak. My car was examined by professional BMW mechanics and an estimate was created. The total charge TO FIX THE OIL LEAK was estimated at $3600. The BMW service rep. [redacted] suggested that I get an inspection 2 (among other repairs, ie, new shocks, new battery, etc which I did) which would normally cost about $2000 in addition to the repairs that I had originally bought my car in for because they would only charge me $600 to do it. This bought the total of the repairs being done to $4200. I paid for the repairs and got my car back a day or two after Christmas. After having my car back for two days, I noticed that it was still leaking oil. THE ORIGINAL OIL LEAK PROBLEM HAD NOT BEEN FIXED. I immediately took my car back to the BMW dealer approximately two days before New Years and explained to [redacted] that the leak still existed. After taking my car back to the dealer for the second time to have the ORIGINAL problem fixed, [redacted] called me and said that a lock washer had wiggled loose and needed to be replaced. I told him to do it and asked him if he was sure my car would be fixed. He said he was sure and proceeded with the repair. A few days after New Years, I received a call from [redacted] stating that my car was fixed and ready to be picked up. After having my car back for approximately two days, I noticed that it was still leaking oil. THE ORIGINAL OIL LEAK PROBLEM HAD NOT BEEN FIXED for the second time. I immediately took my car back to the BMW dealer and demanded that I speak to a supervisor. After taking my car back to the dealer for the third time to have the ORIGINAL problem fixed, I was directed to Workshop Manager [redacted]. I explained to him the situation and he said that he would personally inspect the car and offered me a loaner. A few day later, [redacted] called me back and said I would have to pay an additional $3100 if I wanted the ORIGINAL OIL LEAK PROBLEM repaired.Desired Settlement: The Car needs to be repaired and all charges waived. The original amount paid ($4200) did not fix my car. Why and what was the money used for? I don't know what they did to my car, but what I do know, is that my car is not fixed after paying what they said it would cost to fix it originally.

Business

Response:

To Whom it may concern,This following complaint has been resolved on our end regarding the customers issue.When the customer first came in we performed an inspection on the car and found an oil leak. We fixed the oil leak and charged thecustomer $45.15. The customer then came in for a 2nd time 4 days later with an oil leak again. After inspection of the vechile we found that the timing chain and tension bolts needed to be replaced. We replaced both parts free of charge to the customer. The customer came in again for a 3rd time 5 days later, same issue regarding an oil leak. Upon inspection we found that the timing chain quide was broken which was causing the chain to back up and break the tension bolts recausing an oil leak. We replaced everything and only charged the customer for the timing chain ($27.28) The customer picked up his car Thursday 1/29/15, it was fully fixed and the customer has not come in or called stating there was a further problem.If you have any question please feel free to contact us. ###-###-####Thank you

Consumer

Response:

I am rejecting this response because:

This is a case where BMW failed to correctly diagnosis the root cause (timing chain) of the oil leak from the beginning, Charging the customer for work that did not fix the issue. They tried to fix it on the second visit avoiding cost and realized it was going to be an expense to actually fix it on the third visit and charged the customer instead of incurring the cost of the repairs that they missed. 1. Misdiagnosis the root cause of the problem charging me for work that was not going to fix the problem ($4200).2. Said they didn't charge me anything when they fixed the timing chain the second visit. 3.Stated that I was charged ($2700) on the 3rd visit because the timing chain was not the cause of the previous issue with the oil leak.-----Conflicting statements As this letter is being wrote I am still dealing with issues from the work that they preformed. The "service engine soon" light came on over the weekend (Feb., 7,2015) and I will be returning my car back to the dealer some time this week. This has been a terrible experience and my case needs to be heard. Hopefully BMW will look at the facts and realize an injustice is being done to this customer, understand that they are a billion dollar company, and do the right thing. Otherwise I will be forced to occur more expenses and take this through legations.

t

Review: I had purchase an extended warranty through this dealership on a BMW in March of 2015 .. unfortunately I met with an accident in July of 2015.. the car was a total Loss , I have been trying to get my service contract from this dealership cancelled since then.. theyperson I spoke to and provided all documentation to was Kurtis H..which was the first week of July 2015.. since then several messages was left by the bank and myself regarding the cancellation of this policy .. no response as yet.. I am getting really frustrated and would like to resolve this issue as soon as possible.,Desired Settlement: refund issued to my lein holder as soon as possible.

Business

Response:

Thank you for contacting us regarding this matter. Although we attempted to respond on the website to this complaint we were not given the option. In the meantime we had been in contact with the customer directly, this concern was resolved and the customer should be satisfied. Although our Finance Manager Kurtis H initially took the information and responded right away, it took the third party warranty company some time to respond to us. At this point it has been resolved. Please let us know what else we need to do if anything to clear up the matter. Any help you can provide would be greatly appreciated. Thank you again, Michael M Sales Manager BMW of Bloomfield

Consumer

Response:

Review: [redacted]

I am rejecting this response because: JUST SPOKE TO ISMAEL. R FROM THE GAP INSURANCE THEY ARE STILL AWAITING THE SERVICE CONTRACT REFUND.. INORDER TO PROCESS MY GAP CLAIM.. THEY HAD CONTACTED KURT H ON 9/23/2015 AND WAS INFORMED THAT HE WILL FORWARD IT AS SOON AS POSSIBLE...STILL OUTSTANDING AND VERY MUCH UNRESOLVED ISSUE..

Regards,

Review: I returned a 2011 BMW to this delaerahip in 2014. At the time of surrender, the vehicle had no damage and we were told that we were free and clear of the vehicle. The car was in my name and we purchased a 2014 in my Mom's name. We got into a 2014 BMW with the deal being secured by a payment drafted to my credit card. We thought everything was complete at the time. However, fast forward a year and a half, and now I'm being threatened with a $1700 bill for things that we were told would be taken care of. I contacted the delaership in May and was told it would be taken care of. I heard nothing until today when I received a call from a collections agency on behalf of BMW looking for a payment. I had to deal with an unruly collections agent all because of this dealership's failure to follow through on a promise made to us at the time.Desired Settlement: I would like Bloomfield BMW to step up and right their wrong. If I were told at the time I would be responsible for what they are accusing me of I would have had no issue. However, to make me pay for someone damaging the car on top of everything else is just plain wrong. Its not fair to me especially being a loyal customer of theirs.

Business

Response:

I spoke to the General Sales Manager and he reassured me that he spoke to the customer and they were able to agree on a price for compensation.He stated that the customer left happy.

Consumer

Response:

[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.]

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,

Review: I came to get my vehicle services for a solenoid valve replacement at the dealer this month and had a horrible experience. Before I got to the dealer I already knew what the problem was with the vehicle but I was told since they did not diagnose the problem with their machine they would not guarantee the work. I ended up paying a extra 130 dollars and the machine had diagnosed the same problem I told them I already knew from the beginning. After the repair my vehicle had the same problems and I returned the next day only to be told that now I had a different problem which was a huge coincidence being that from one day to the next something else failed in the vehicle. I was told the extra repair was another 400 dollars which I feel I should not pay and I should get my money back for the diagnostic fee which failed because it did not detect the problems correctly. The repairs the dealer made to my car caused additional damage. The service director [redacted] was also very rude and would not comply with me as a customer.Desired Settlement: I would like a refund for the diagnostic fee and to have the car repair completed correctly with no expense cause I already paid

Business

Response:

Mr.[redacted] brought his vehicle in for the first [redacted]e on July,17th 2014. The vehicle at that [redacted]e had 94,016 miles. The vehicle came in for an oil change and the check engine light on. The vehicle was diagnosed as having bad vanos solenoids. The repairs were performed and the fault codes for the vanos solenoids did not re-appear.The next day,Mr. [redacted] brought his vehicle back with the check engine light on. The fault codes for the vanos solenoids were not present. there were two new issues with the vehicle. One,Our technicians found a cracked crank case vent valve at the back of the engine(the complete opposite side of the area we worked on)which was triggering the check engine light and a transmission failure fault. We offered Mr. [redacted] to accept 50% of the responsibility of the Crank case valve repair in the off chance we may have disturbed it during the initial repair. As for the transmission issue, We test drove the vehicle for 1 mile. The likeyhood that Mr.[redacted]' transmission had a failure during the test drive is absurd. Our standpoint is that this was a pre-existing condition of the vehicle. We would be happy to fully diagnose his vehicle at no charge but will not make any further contribution to the repairs other than what was initially offered.

Consumer

Response:

My case has not been resolved. I'm still kindly waiting for my refund I was promised by the general manager which I have not received also.

Business

Response:

The vehicle has no previous service history at BMW of Bloomfield. It is our stance that the issues with Mr. [redacted]'s vehicle were pre-existing. We will offer to have the vehicle diagnosed ,At our expense, At any other authorized BMW center to diagnose the vehicle. I am confident that the findings will exonerate BMW of Bloomfield from any wrongdoing.Thank You [redacted]