BMW of Bridgeport

Complaint: [redacted] I am rejecting this response because: please see my below response to the service adviser who emailed me this morning I would like to be very clear when I say this - Prior to my car arriving at the dealership for the repair of the oil leak last week - there had been NO issues Not one issue with a headlight [redacted] and I are extremely particular about our cars and this is 100% something we would have noticed I am very sure that something happened to that front end - and it's near impossible for [redacted] to deny that fact because we had to return with a check engine light and loose fitting with the break line on that very same side There is no way that bolt loosened itself, I did not do it, [redacted] did not do itThe only explanation that would make sense is that something happened during the initial repair to the front passenger side that caused the brake line piece to loosen and the headlight to either dislodge slightly or breakI certainly don't think anything was done on purpose and was most likely a mistake, but you are dealing with two very educated particular car people here and to me this is becoming a matter of principle Put yourself in my shoes, my car has been in your shop times in the past few weeks with no indication of water in the headlight till now I just expected better from you guys, especially at the labor rate you charge You allowed a car that was leaking break fluid off your lot (a car I drive my child around in), which leads me to believe you guys are not as thorough as you should be, so is it possible you messed up the headlight? Sincerely, [redacted] ***

2nd response customer was refunded/ our account was debited for $on 8/19/customer can reach me directly for any documentation necessary ###-###-#### or [redacted] sincerely Tony F [redacted] General Sales Manager BMW of Bridgeport

To whom it may concern,
this customer has been refunded their deposit on august 21st at 11:am
Please feel free to contact me directly if you require any additional information
Thank you
Tony F*
General Sales
ManagerBMW Bridgeport
***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
 
To speak to Victoria's point. Her lack of professionalism and arrogant tone is appalling. She has a very rough means of approaching a topic. When registering the car we preferred to have the car registered under my name. However, we were informed by insurance in order to have valid insurance the car must be registered on [redacted] OR [redacted] AND [redacted] The insurance company then sent over the new ID cards and the dealership failed to read the card correctly and registered it under my name only.We were ready to have the car registered on both names. When picking up the car, my father came with me for that very reason. We were told by Scott that everything was all set and there was no need for my dad to sign anything.  When our insurance company spoke to BMW Tony told our insurance agent,"the kid was only trying to make a sale since it was the end of the month". BMW also shared confidential  information as well as false information in regards to loans that have been open.
At this time, due to the error on BMW’s end, I will be charged an extra $1,700 each year the car is financed for an individual insurance policy. Had this information been communicated to me the day of purchase I would not have made it, as it falls outside of my budget.
Not only did BMW cause me a loss of $1700, but they also provided such poor customer service when asked to assist with the problem at hand. What is most alarming is that they made such a massive error of allowing a newly purchased vehicle out of their car lot without properly insuring the vehicle. As the customer I have no knowledge of the formalities of purchasing a vehicle; that is the very reason we work with the dealership to ensure that all legal components are completed with fidelity.
As a first time buyer, this has been one of the most disheartening and disappointing experiences. What should be a time of excitement and celebration has turned into a time of frustration, exhaustion, and disgust. After going through years and years of schooling, this was a first purchase to celebrate my success and achievements. However, I will reflect on this as one of the worse experiences to date. The customer service at the BMW dealership is appalling and proves that they do not have the customers best interest.

The following took place as per our Delivery Dept.
3 hours before delivery, I [redacted]...

[redacted] noticed that the insurance card in the deal was in the fathers name.I called [redacted] and explained to him CLEARLY that the loan was only in the daughters name so therefore we needed insurance in her name.
He didn’t like the message I conveyed and abruptly hung up the phone.
Shortly thereafter, we received an insurance card with his name, wifes name and daughters name on it so it was adequate to register the car to her.
At one point, I did offer to resubmit to the bank for the loan in his name and his daughters name and therefore it could be registered to him however
He insisted it had to be registered to the daughter, NOT him.
Mike L[redacted] tried to resolve the situation by recontracting with both he and his daughter but he never showed up to re-contract.
Chris P[redacted] even offered to have [redacted] return the vehicle within 48 hours for a full refund.
The issue with this customer is between the customer and their insurance company.

2nd response
 
customer was refunded/ our account was debited for $500 on 8/19/2015. customer can reach me directly for any documentation necessary.
 
###-###-####  or [redacted]
 
sincerely
 
Tony F[redacted]
General Sales Manager
BMW of Bridgeport

Complaint: [redacted]
I am rejecting this response because: Per [redacted] on 9/14 at 8:35 PM no refund has been initiated back to the card. They advised the refund would show within 14 days of transaction date and based on date provided by the business, there has been no refund generated back to my account. This is the third time we have been advised the refund was issued on three different dates only to call the credit card company to find no refund was issued. The deposit was taken on 6/30, it's now 10+ weeks later. 
 
  
Sincerely,
[redacted]

I spoke with Mr. [redacted] last week. I advised him that we stand behind the repairs we completed. He is making many assumptions long after the fact in an attempt to recover money. The car was brought to us with warning lights on the dash. We found the battery compartment filled with water. Both...

battery cables have sensors built in that were being shorted causing the warning lights. Corrosion had begun on the cable ends, and in our experience once these sensors begin to oxidize they never work properly. The battery was very low and almost 5 years old. The leaking taillight would not seal, and there is no gasket available as it is attached to the light. The customer is looking at the physical appearance of the parts and questioning the repair. I advised the customer we stand behind our diagnosis and repair, and we will not refund him money or take parts back.
 
[redacted]
Service Manager

Complaint: [redacted]
I am rejecting this response because:  please see my below response to the service adviser who emailed me this morning.  
I would like to be very clear when I say this - Prior to my car arriving at the dealership for the repair of the oil leak last week - there had been NO issues.  Not one issue with a headlight.  [redacted] and I are extremely particular about our cars and this is 100% something we would have noticed.  I am very sure that something happened to that front end - and it's near impossible for [redacted] to deny that fact because we had to return with a check engine light and loose fitting with the break line on that very same side.  There is no way that bolt loosened itself, I did not do it, [redacted] did not do it. The only explanation that would make sense is that something happened during the initial repair to the front passenger side that caused the brake line piece to loosen and the headlight to either dislodge slightly or break. I certainly don't think anything was done on purpose and was most likely a mistake, but you are dealing with two very educated particular car people here and to me this is becoming a matter of principle.  Put yourself in my shoes, my car has been in your shop 3 times in the past few weeks with no indication of water in the headlight till now.  I just expected better from you guys, especially at the labor rate you charge.  You allowed a car that was leaking break fluid off your lot (a car I drive my child around in), which leads me to believe you guys are not as thorough as you should be, so is it possible you messed up the headlight? 
Sincerely,
[redacted]

Review: Purchased a pre owned X3. Dealership highly recommended I buy a warrantee, They sold me a very expensive policy, told me it was the best one on the market, the price was very expensive, over $6000.The valves became very noisy after 6 months. I took the car to a BMW dealer in [redacted]. They told me that the cause was the lifters. They said that the service bulletin indicated that the lifters, rollers and head needed to be replaced in order to rectify the noise. They called the warrantee company who told them that they do not cover service bulletin fixes, only damaged parts. So far I owe [redacted] Dealership $1000. And it is not fixed. So it seems BMW of Bridgeport sold me a car that needed to be updated based on a service bulletin, then sold me a $6000 warrantee, now when the car breaks, I owe $1000 more and the car is still not functioning properly. If this is not bad business I do not know what is.Desired Settlement: I just want the car fixed or my $6000 back from a warrantee that seems to be useless.

Business

Response:

This complaint is the first contact we have had from Mr. [redacted] regarding his concern. While we were never given the opportunity to handle this prior to a case being opened, we have the vehicle here now. We have been granted goodwill authorization from the manufacturer to repair this problem at no charge.

[redacted] - Service Manager BMW of Bridgeport

Review: On June 30th of this year we had gone to BMW of Bridgeport to look at a used BMW. In working with the salesman Jason G[redacted], we discussed leasing a 2015 BMM sedan. The sales rep had advised we could review the numbers and give him a final decision the following day. He also advised at the time to lock in the deal at the end of the month rate, he needed a deposit to hold the car and price. He again reiterated that the deposit was fully refundable with notification the following day.

We called Jason back the following day and left him a message(phone records available) stating we were holding off until our lease expired on another vehicle. We stated at the time that while we wanted to avoid the dual payments and insurance tied to two leases, we wanted to stay in contact to go with a lease as early as September. We asked for the return of the deposit in the interim as we had discussed.

Over the course of the next week we called and left messages with Jason with no response. After calling our credit card company on 7/10, we were again advised that no refund was generated from the dealership. At that time, we called and asked for a manger to help expedite the refund. Jason called back shortly after and advised he intended to refund but did not have our credit card number on file. We provided the card number used for the deposit and were advised the refund would be generated the same day.

On 8/10, I called the credit card company after they advised to allow a few weeks for the refund to show on their end. The agent researched and advised no refund was initiated from BMW of Bridgeport and transferred me to the dispute area.

While this promise to refund the deposit was verbal, there was no discussion stating we would not be refunded if we changed our mind. The sales rep stated the exact opposite as it was a general practice there.

While the lack of a refund is at best unethical, the fact that this dealership would keep a deposit after stating it was refundable is not acceptable. In addition promising a refund two weeks later on the phone and again not complying with the promise to refund and not following through borderline criminal.

At this point in addition to this complaint, if we are not refunded immediately we will contact the local media and pursue legal action. If the sales rep was angry about lost time he could have reached out and discussed it as opposed to keeping a $500 deposit.Desired Settlement: Full refund of the $500 deposit as promised at the time the deposit was taken on 6/30/2015.

Business

Response:

To whom it may concern,this customer has been refunded their deposit on august 21st 2015 at 11:49 am. Please feel free to contact me directly if you require any additional information Thank you. Tony F[redacted]General Sales ManagerBMW Bridgeport[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Per [redacted] on 9/14 at 8:35 PM no refund has been initiated back to the card. They advised the refund would show within 14 days of transaction date and based on date provided by the business, there has been no refund generated back to my account. This is the third time we have been advised the refund was issued on three different dates only to call the credit card company to find no refund was issued. The deposit was taken on 6/30, it's now 10+ weeks later.

Sincerely,

Business

Response:

2nd response customer was refunded/ our account was debited for $500 on 8/19/2015. customer can reach me directly for any documentation necessary. ###-###-#### or [redacted] sincerely Tony F[redacted]General Sales ManagerBMW of Bridgeport

Review: Problem started with passenger side airbag warning light in my daughters [redacted] 328i. Water was discovered in the battery compartment and some cables were wet. Cause supposedly was from a leaking gasket on the tail light assembly. Service department replaced all battery cables and battery with no attempt made to dry the battery compartment and cables to see if problem resolved. Also no attempt made to tighten nuts holding tail light in position. Old tail light seal appears to be perfectly good. Unacceptable charges for replacing perfectly good parts. Bill was more than $1,600.00!I have all replaced parts in my possession.Desired Settlement: Total cost of parts refunded and labor cost reduced.

Business

Response:

I spoke with Mr. [redacted] last week. I advised him that we stand behind the repairs we completed. He is making many assumptions long after the fact in an attempt to recover money. The car was brought to us with warning lights on the dash. We found the battery compartment filled with water. Both battery cables have sensors built in that were being shorted causing the warning lights. Corrosion had begun on the cable ends, and in our experience once these sensors begin to oxidize they never work properly. The battery was very low and almost 5 years old. The leaking taillight would not seal, and there is no gasket available as it is attached to the light. The customer is looking at the physical appearance of the parts and questioning the repair. I advised the customer we stand behind our diagnosis and repair, and we will not refund him money or take parts back.

Service Manager