BMW of Bloomfield

Review: Utilized a loaner vehicle while my car was in the shop. The vehicle broke down on the side of the road and there was no phone number to provide assistance to me. I was out of pocket for tow charges and taxi charges in order to get back to the dealership. I provided copies of all receipts. After the fact they requested the original tow invoice which I no longer can locate - but they do have a copy. I spoke with [redacted] there and was informed that they would reach out to the tow company to obtain a copy of the original invoice. It has now almost been 1 month since the original issue. They are slow to get back to me and do not return all of my calls and/or emails. I have not heard directly from the service manager.Desired Settlement: I did receive a partial reimbursement of $74.37, but I have not received the $140 refund for the tow ($120 + $20 cash tip). I want the balance of my reimbursement paid ASAP. I also want this to be permanently reflected in their record as unacceptable business practices from a "premium" car company.

Business

Response:

I do apologize for the entire situation from the loaner breaking down initially through to the reimbursing you for your out of pocket expenses. Unfortunately the procedure we have to follow for reimbursement of a tow is separate and distinct from the partial reimbursement you received - Tow reimbursements are processed through the Roadside Assistance Division. I understand and agree that the reimbursement process should be seem less to you and I again I apologize for the length of time this has taken.. I am aware that my Service Manager, Peter [redacted], did make attempts to call you directly but was not able to reach you. Because of the issue of the original receipt being missing we have stopped the process with the Roadside Division and are reimbursing you directly from our store. The check request has already been sent to our offsite office and your check will be issued by Monday at the latest. I will make sure we overnight it to you as soon as we receive it. Thank you for your patience in this matter.

Consumer

Response:

Again the business is simply providing more and more excuses. The service manager, Peter, NEVER reached out to me as I did not receive any voicemails, emails or missed calls from him. I only heard from his assistant - [redacted]. The check was NOT overnighted as promised and ultimately it took 6 weeks to finally receive the remainder of my money. The loaner vehicle broke down, they had no procedure in place to assist me with this resulting in a wasted day and hundreds of dollars in out-of-pocket expenses. The lack of professionalism and communication should be recorded on this business's record.

Review: Three years in a row, air conditioner failed. Year 1 (April 2012) BMW said that no leak found and re-charged air conditioner. This occured 1 week after warranty ended. Year II (April 2013) air conditioner failed and passenger side blowing hot & driver side blowing cool, but not cold. They initially told me that if it was the condenser it was cost me a lot of money. Specifically, they said condenser replacement would be over $6000 and that I should just have A/C re-charged every year. I told them that was not acceptable since this car is supposed to be a premium vehicle and should not have a non-functining air conditioner after only 5 years. They said they would let me know after they inspected it. When they came back they told me it was the air conditioner "Drying Container" and Expanding Rivet" that needed to be replaced. Total cost was $1,498. Year 3 (April 2014) air conditioner failed with same problem barely cool on driver side & warm on passenger side. Called and complained to Service Mangaer/Supervisor in May 2014 and was told to bring car in. Now I am being told it is Faulty Hot Water Valve and Expansion Valve at a total repair cost of $1182.47. I believe that I am being charged for repair that should have been done when problem first occured and was ripped off by BMW's of Bloomfield's service department. I complained to advisor that I am being unfairly charged and refused to have work done. Manager/Supervisor never responded as he said he would and reason for me filing this complaint as I initially warned them that I would.Desired Settlement: I need to be refunded for non-repair work done in 2012-2013 or they need to properly fix A/C at their expense. I do not believe they have operated fairly and honestly regarding this matter.

Business

Response:

[redacted]'s vehicle was out of the factory warranty in March of 2012.Her vehicle came in 4/18/2013 with an air conditioning concern. At that time the condenser and drying container were replaced.(Repair order#[redacted] miles) We have no air conditioning related complaints until May 21,2014.(Ro#[redacted] miles). The vehicle was diagnosed as needing a hot water valve and an expansion valve. These are two entirely different items that are effecting the operation of the air conditioning system. It is unfortunate that this has happened to the vehicle,But it is out of warranty and not connected to past repairs. We would be more than happy to perform the repairs at a discounted rate

Consumer

Response:

[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

Business

Response:

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

I used to have BMW 2007 and I have really wonderful service , I just bought anther BMW 2012 and took it BMW of Bloomfield for service and ask for loaner car don't have it , they said I should book it in time ahead so I wait over there over 3 hr to do service in car oil change and I got appointment for noise coming from engine so schedule appointments for mon 05/11/15 with loaner car went dealer in time to drop off my car and take a loaner car and be my way but service manger said sorry don't have any loaner car for you ,I have anther car LUXES when ever I go for service LUXES of englwood always have loaner car , now give anther appointment until 05/26/15 to fix my car

Review: Good evening.

I recently purchased a 2012 BMW X5 35i on sept 1. Car is a CPO purchased from BMW of Bloomfield. The car had a engine malfunction code and running rough one week later. After making appointment for sept 15, I brought car in. They said it was repaired. When I came (sept 16) and picked up car another malfunction code for DSC and idle still running rough so contacted service advisor and was advised to return car. Once again I returned on the 18th. They said it was repaired. Car again returned on 22nd with same issues of rough idling. This time they said it was fuel system issue. They replaced injectors, fuel pump and spark plugs. Car was finally returned on oct 8th. Car was still running rough and I decided to bring it to a different BMW dealership. (Open road BMW in Edison) on Oct 13th. Repairs done and more parts replaced. Car was picked up on Oct 16. On the way home, another check engine light came on. So the car will be returned again on October 17th. the car was then sent back to Bloomfield BMW. more repairs were done (fuel pump, injectors, fuel level sensors etc.). after road test, same issues still constantly occur. I have placed complaint with their resolution center but still no respond from apparent person handling my case (Aly was the name). I have left messages with their customer relation employee who states messages and email have been sent to her requesting an update and call back. Today October 29th, the test drive after injectors replaced still had truck running rough idling. I was suppose to hear from their service manager but did not receive a call.Desired Settlement: I have requested to trade in for a different X5 but they state that they would only give me $30,000 for the truck ( fiananced $35000 which does not include $6000 difference in value from my trade in. The truck I was requesting was only valued at $28500 which was an older model with less options. So I would have lost $11,000 in the difference. I would to return the car and void contract of X5 and receive check for $6000 of trade in value.

Business

Response:

We have resolved Mr [redacted]'s issue. BMW provided with us good will money to do a trade assit to cover his current car and to put him into a new vehicle.If you have any futher questions please feel free to contact us.Thank you,

Review: I RECENTLY PURCHASED A 2014 X5 FROM THIS DEALERSHIP UPON SIGNING THE CONTRACT TO THE CONDITIONS AND TERMS A POWER OF ATTORNEY WAS SIGNED FOR THE PURPOSE OF REREGISTERING THE VEHICLE ON MY BEHALF. I NOTICE IN THE THE LAST WEEK OF APRIL AROUND THE 27TH MY VEHICLE VIN DID NOT MATCH THE THE REGISTRATION THE NUMBERS WERE COMPLETELY OFF. I SPOKEN TO [redacted] AND HIS COUNTER PART WHO SITS NEXT TO HIM IN FRONT OF THE STORE ABOUT THIS ISSUE ITS BEEN OVER 2 MONTHS NOW I HAVE A VEHICLE PARK AND MAKING MONTHLY PAYMENTS ON THAT I CANT DRIVE BECAUSE THEY CANT SEEM TO REGISTER MY VEHICLE. I SENT MANY EMAILS ABOUT THIS ISSUE AND THERE NO RESOLUTION NO ONE SEEMS TO MAKING THIS A PRIORITY TO RETIFY THIS PROBLEM. I RECENTLY RECEIVED A SUSPENSION LETTER FROM DMV SUSPENDING MY PLATES TO MY VEHICLE BECAUSE THE CAR WAS REGISTERED WITH A DIFFERENT VIN NUMBER TO A CAR I DONT OWN. SEVERAL ATTEMPTS HAS BEEN MADE TO REACH TO THE DEALER TO FIX THIS ISSUE AND TO THIS DAY THE PROBLEM STILL EXIST. AND I WAS TOLD IT WOULD TAKE ANOTHER MONTH TO REGISTER MY VEHICLE SO THAT WOULD BE 3 MONTHS OF HAVING A VEHICL THAT THIS VEHICLE HAS NOT BEEN REGISTEREDDesired Settlement: I WANT A REFUND BACK FROM MY DEPOSITS AND INCLUDING MONTHLY PAYMENTS AND INSURANCE FEES DURING THIS TIME WHILE THIS VEHICLE HAS BEEN UNREGISTERED. THIS VEHICLE WAS NEVER REGISTERED FROM THE TIME I LEFT THE DEALER TO THIS DATE. I DONT KNOW IF THIS VEHICLE WILL EVER GET REGISTERED AND IF ITS NOT SHORTLY THEY CAN LOOK TO REACQUIRE THIS VEHICLE BACK

Business

Response:

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.

Consumer

Response:

Review: [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,

Review: They suppose to refund me the money for my GAP insurance cancellation.

They know about that and they are agrred on that.

But after that whenever I call they forward me to some line where nobody pick up and I was never able to talk to the manager from whom I bought the car.

I always ask for him, they take massage for him and no one calls back.

I called more than 30 times in past 45 days.

only once I was able to talk to the financ department and he told me that he will contact me

it been 30 days to that and I m still trying to contact them

but no answer.Desired Settlement: they just need to send a check to me.

according to them its already been issued but never came to me.

and now no one is taking responcibility to talk to me or send me another one

Business

Response:

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.

Review: I recently lease a used car (approx 9500 miles) from this dealership with a price negotiated with my NY address. since then..

1) I had to give the car back to another dealership 10 days after I picked it up because the passenger seat and the horn were not working from day 1-- I did call the original dealership and was advised to take it anywhere as it would be covered under warranty. The car was in the shop for 6 days.

2) The car was given to me without mats and still has some broken minor parts which have are in the process of being replaced.

3) Most importantly, I was arm twisted at the last minute to keep my registration in NJ when I went to pick up the car due to a mistake by the dealership---now when I try to move the car to NY which is my actual address, I am being asked to pay NY taxes which amount to another $1200 --> this amount should be paid by the dealership as it was their fault. I have already paid my NJ taxes which are rolled in to the monthly payments.Desired Settlement: Pay the NY tax or take the car back with full refund.

Business

Response:

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

Thank you

Review: Purchased a vehicle in July. Cash, no nonsense. Drove to college August 1, 2015. Nothing but problems, car sat in [redacted] for the entire month of September. Dealer unresponsive, did not offer any rental or other option. Never sent a plates to me. Finally got things on track after several calls, emails , texts . Vehicle fixed first week of October 2015. Had to call and get plates. Plates delivered end of October 2015. THIS WEEK, got a failure to appear notice from [redacted], mi for a violation involving my tags on 9/21/2015 at 9:12 am from [redacted] street, [redacted]. It's obvious that someone at the dealership was using the plates on another vehicle and only sent them when I asked for them . This is a poor business, I have documentation regarding all of my concerns. I am 19 and a college student who now has to appear in court to clear my name. My car was disabled in [redacted] at college when I received a violation.

The dealership has some people who care, but overall the experience was horrible.Desired Settlement: Need to identify person using the plate and make restitution for my time going to court in December.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The the point of my complaint was not about Gina, she was very nice the times I did get to speak to her. On Saturday I received a call from her inquiring if the ticket has been taken care of and I apply to the affirmative. The fact that I received a ticket in the first place was part and parcel of my complaint. I was without a vehicle from the end of July to the beginning of October with limited interaction with the dealership.

It's it's not a matter of me getting a ticket taken care of it's the matter of the time I had to waste in order to get my vehicle repaired correctly and then on top of that get a motor vehicle summons issued to my license plate that was 1600 miles away

Again again, it was not Gina it was the dealership that my complaint was based on

Regards,

Review: This compliant is related to the failure of Bloomfield BMW to refund my $500 deposit. On 7/6/2015, together with their salesperson Henry [redacted], I test drove a certified pre-owned BMW. I liked the car, but did not want to proceed with the sale because I did not come with the car I wanted to trade-in. Henry [redacted] told me that if I gave a $500 deposit they would hold the car until I came back with the trade-in. He clearly told me that the deposit would be refunded if the sale did not go through. On 7/10/15, my wife and I went back to Bloomfield BMW with my trade-in. I was offered a rather low amount for it, and Henry was not willing to discount the advertised sale price for the BMW. This meant that the purchase was beyond my budget, and the sale was not possible. I realized on my way home that I had not asked for my $500 back. I called and left a message on Henry [redacted]'s voice mail. I have not received a reply. On 7/13, I left voicemails as well as emailed Henry [redacted], and sales managers Pete [redacted] and Christopher [redacted]. I have yet to receive any response. On 7/15/15, I called and insisted that I speak to a manager. I was put through to Michael [redacted]. He said he would look into the matter and get back to me. 2 days later, on 7/17/15, I left a voicemail and sent Michael [redacted] and email. There has been no response. In the meantime, my check has been cashed by BMW Bloomfield. I think that this is improper business practice. Moreover, the lack of any response by multiple employees to voicemails and emails at this dealership raises questions about leadership and culture in a what is probably a multimillion dollar enterprise.Desired Settlement: An apology, and a refund of my $500.

Business

Response:

To whom it may concern,We apologize for any inconvience to the customer. The refund check had been issued to the customer on 7/21/15.Please see copy of check attached.Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I just leased 328i X drive with the help of Tony [redacted] from sales , I had a suboptimal credit score and tony helped me to get into a 328i xdrive with the options I wanted , OMG !! tony went above and beyond to get me into the car within less than 48 hours , Thank you Tony !
for sure will recommend to others and for sure will be sending more potential costumers for tony and his team !!
beautiful great experience with BMW of Bloomfield and Tony [redacted] from sales
Thank you very much Tony and his team