BMW of Fairfax

We already extended a discount on the original work and I have offered a substantial discount on the work that the car still needsThis was taken care of a month ago

We are not putting in a new headlightWe do not think that we damaged the old one or the wiper armThey were replaced out of good faithWe are not doing anything further

We indeed have been unable to satisfy youWe service roughly 35,vehicles per year and a situation like this has happened only twice in the past monthsWe prefer to be candid and honest when these extremely rare situations arise

[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: [redacted] I am rejecting this response because:My name is in the system for vehicle vin# [redacted] BMW 325xi Thank You, [redacted]

I apologizeI can certianly understand your frustrationI will look into the matter this morning and have one of my staff follow up to make sure everything is crystal clear Mike W***-General Manager

No one by this name has ever purchased a car hereFeel free to stop by and we will try to help sort this out with BMW Financial ServicesThat is a totally different company than BMW of Fairfax Mike W***-General Manager

My car service requirement was fairly straight forward I brought in a convertible that needed a battery replacement During the process it was discovered by your service technician that I had a water leak within the battery compartment, requiring the replacement of the entire cable assembly Your technician was quite attentive and competent with the overall work, I have nothing but good things to say about him My problem began when I picked up the vehicleUpon receipt of my car, I found the tow loop just thrown on the back seat floor with the adapter cover missing among other sloppy customer experiences It was a warm day so I decided to drop the top and was not able I immediately asked the service desk to have someone come out The service manager took the car back into a bay to determine what the problem was Upon his return he stated that Fairfax BMW was not responsible for the equipment failure and began to accuse me of already having that problem when the car was brought in This statement was made by your service managerInstead of offering to fix the problem and generate additional income for their business, he became accusatory and combative I never demanded free service of any kind, I simply needed the problem fixedIn response to this incomplete and unsatisfactory “service” performance, I will do whatever I can to discourage anyone from patronizing this establishment

[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 the token credit was previously offered after the misdiagnosed repair by the business which cost me more than $The first so-called "repair" performed by the business was not necessary since it failed to fix the problem and my car stalled in an unsafe manner in busy traffic after being driven less than mile afterwards. It is incorrect and dishonest for the business to claim that more than one repair was needed since the business DID NOT identify the issue during the first diagnosis when the car was first towed in to the businessI also reached out the North American main office of the business and they refused to do anythingI am requesting Revdex.com to have the business be held accountable and for the business to provide me a refund $
Please advise if any additional information or records are needed and I would be happy to provide itThank you.Regards,*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We never replaced the second hoseWe should have been able to notice this thoughIf we had noticed it, the repair would have still cost $moreThe repair was done at another dealership later with a 10% discount and totaled $I offered the client half of that due to the
inconvenience, $90.
Mike W***-General Manager

First of all, I empathize with you having to make so many trips in here due to coolant/over heating issuesConsidering the car is years old and has 131,miles, this is not entirely uncommonI would like to clarify the statment about the car being dropped off in May and not completed
until JulyIt was completed in early June and you refused to bring the loaner car backWe eventually had to send a tow truck to revover it...a month after your car was readyIt returned months later and we took care of that problem for freeThe coolant was over filled and that was correct a week later for free( as it should have been ) A different repair was performed on the car in January of There were 2 follow visits with this repairBoth taken care of free of chargeIn March, you had your radiator replaced under an extended warrantyYou needed to return shortly thereafter to have a part adjusted as I understand it.
Again, it appears that a couple of these visits for minor adjustments could have been avoided had we paid more attention to detailYour car has had seeral different issues that creat the same or sim,ilar symptonsBut we have not improperly diagnosed this vehcileTo be candid, I suggest trading out of it and getting into a newer, lower mile car if possibleI will work the deal myself to make sure that we are doing everything within reason to help
Mike W***General Manager

Neither the customer name nor vehicle is on file with this dealership

We would like toHowever the bank requires us to send it directly to themWe are continuing to work on this in an effort to resolve it to the client's satisfaction

[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:My name is in the system for vehicle vin#[redacted] 2002 BMW 325xi. 
Thank You,
[redacted]

We indeed have been unable to satisfy you. We service roughly 35,000 vehicles per year and a situation like this has happened only twice in the past 12 months. We prefer to be candid and honest when these extremely rare situations arise.

This is a 114,000 mile car that had NUMEROUS issues when we looked at it. It needed both repairs that we performed and still needs several others that we communicated and documented.

Both repairs were needed. As I understand it the vehicle needs much more as well. I would be happy to extend a $200 credit towards any future work performed at our shop

[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:You are stated you service 35000 vehicles a year. I did a little math and I do not believe that statement. 35000 a year = 2916.66 a month = 97.22 per day = 12.15 per hour.I am unable to believe you service almost 13 vehicles per hour.I spent more than 4 hours at your service and I believe you have had more similar situations like mine. Many people just left your service and never returned again, and they are not taking time to follow up with the complaints because BMW Headquarters is enable to assist in any way stating "the Dealer is independent and they cannot assist" and you are just conducting a dishonest business.The damage happened on your premises and you are responsible for the repair. Repairing on good faith is not the answer.  I think I will not spend more time discussing the issue anymore. Simply, I will never use your service and I will never buy any BMW from Fairfax BMW.Thank you for your time.
Regards,
[redacted]

No one by this name has ever purchased a car here. Feel free to stop by and we will try to help sort this out with BMW Financial Services. That is a totally different company than BMW of Fairfax.
 
Mike W[redacted]-General Manager

We are not putting in a new headlight. We do not think that we damaged the old one or the wiper arm. They were replaced out of good faith. We are not doing anything further.