BMW of Fairfax

I apologize. I can certianly understand your frustration. I will look into the matter this morning and have one of my staff follow up to make sure everything is crystal clear.
 
Mike W[redacted]-General Manager

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

[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:
BMW of Fairfax has not resolved the situation, only acknowledging they will look into it.
Regards,
[redacted]

Review: On september 10, 2014, I sent the following dispute below in quotations:

" BMW of Fairfax Contract/Charges Dispute September 10, 2014

Dear [redacted] and [redacted],

On August 5, 2014, I purchased a 2010 [redacted] from your dealership via sales rep Justin B[redacted]. I chose to purchase my vehicle from your dealership in good faith with the presumption that this was an honest establishment that would treat me fairly and possibly earn my family and friend’s future business based on word of mouth advertising/recommendation.

During the negotiation and subsequent signing of the sales contract late that evening prior to your dealership closing, I was offered an extended warranty through [redacted]. I made it explicitly clear at that time that I wanted to pay for this contract separately and not finance it within the sales price of the vehicle. As a result, I was quoted the exact figure of $2571.00 on August 5,2014 for the [redacted] coverage (price outlined in the brochure and on receipt attached) which was charged to my husband, [redacted]’s credit card for the total price of the extended warranty contract.

Over the past few weeks, I have contacted various staff members at your dealership via telephone calls to cancel this contract within the 30 day guideline (without a prorated penalty) to obtain my refund of the total purchase price; but to no avail until, September 5th and today I was able to speak with someone after phoning higher management staff.

Surprisingly, you indicated that your dealership would be sending my refund to the finance company ([redacted]). After reviewing the contract, it appears that your dealership erroneously/ unethically/ illegally applied my full extended warranty payment of $2571.00 into the finance cost of the vehicle as a down payment (clearly against my wishes). It is very clear (prima facie evidence) that the intent of my payment was for the specific warranty contract price of $2571.00 (see brochure and receipts) and not as a down payment which is typically a rounded figure/ amount or made by a buyer out of necessity for credit reasons or choice. It is a fact that I had no reason to make a down payment for this vehicle because I was instructed by my financial institution that they would finance 100 percent of the value of any selected vehicle that fell within the National Automobile Dealership Association (N.A.D.A.) guidelines.

In addition, it has been noted that there is a discrepancy between the amounts your dealership charged me for the Maryland Motor Vehicle Administration (MVA) vehicle registration. See breakdown below;

MVA Fee $187.00

Tax $18.99

Lien $20.00

-------------------------------

Total $225.99

Charged/Financed $309.00 (excluded $10 online filling fee)

Amount owed $83.01

This communication to you is to correct your error by directly sending me my refund of $2571.00 and the difference between the amount charged by Maryland MVA. Unless this corrective measure is undertaken, I will have no choice but to involve the Virginia Attorney General’s office, the Federal Trade Commission (FTC), the Revdex.com (Revdex.com) and ultimately, as a last resort we will not hesitate in seeking legal counsel regarding this unfair business practice.

Regards,

[redacted] //s//

Attachments included in email-

• Receipt for extended warranty purchase

• Maryland MVA Receipt "

The company is ignoring my telephone calls and emails.

Vehicle Details:

Used 2010 [redacted] Luxury

Extended Warranty Details

Company; [redacted]

Cost, $2,571

Maryland MVA Details/Amount Owed

$83.01Desired Settlement: I am seeking a full refund of the cost of the extended warranty to be paid to me directly.

Business

Response:

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

Review: On the 4th of March 2014 I took my car into the BMW of Fair to get an estimate on some repairs that needed to be done to my vehicle. I had just recently been into a car accident where someone had ran into the back of my vehicle. The damage was not that severe as I could still drive my car around. I remember leave my car and not hearing from anyone for like 14 days. I am truly busy with the military and sometimes go TDY a lot and a lot of things slip my mind. However this was not ideal customer service to me. I felt like someone should have reached out to me but that did not happen I had to call constantly back to back. I kept getting the office person who would say something like “the person who your car is assigned to is not available right now please call back”. I would also get this “ I can take your name and number and have him call you back” only to never received a call back. This went on for about 3 more days until my tone changed and I asked for e-mail addresses and manager information who was never available either. I finally did get a hold of the person who my car repairs were assigned and his name was Richard Jenkins. When we spoke for the first time it was quick and straight to his point, that being everything is fine Ms. Church we had to wait a few days for insurance company to get back with us for supplement bla,bla. I never ever remember authorizing him to move forward. Things go downhill from this point. I guess at some point they tried to order a part for my car, however when the part arrived it came damage. I never received a phone call or anything notifying me of this, I found all of this out later. I was given estimate reports with the wrong amount of days to repair written on them. I was lied to a numerous of times. When I came into to the shop demanding to see my car after a month their was no remorse what so ever given off. The fact that they had fired Richard Jenkins and hired someone new by the name of Sonny. No one reached out to my from the shop to tell me this information I had to find this out myself upon calling them over 5 times a day for at least 3 days. I felt like they were ignoring me for some reason, like something bad had happened to my car and they just didn’t know how to tell me about it. I found out that the estimated amount of days that were incorrectly written on the estimates given to both [redacted] my insurance and [redacted] the other party’s insurance were wrong and would have an impact on what each insurance company would pay for my rental vehicle. I am extremely disappointed in the customer service I went to them just because of them being a BMW dealership I new the customer services would be above average, this was not the case at all. They have not apologized they haven’t offered to pay for a day or two of my car rental. They haven’t even offered me a discount off the total due. This shop clearly had issues going on in house before I brought my car in to get fixed. It would be nice to see them take owner ship to their negligence. They contributed to the vehicle staying the shop for extra days and staffing issues. They are still lying to me about when the vehicle will be complete and I have a recorded stamen from the new guy stating how they completely dropped the ball on this. It would be nice if the manager would step up to plate and provide excellent customer service as they still have my car.Desired Settlement: Have shop take responsibility for their actions

Have shop extend an apology and ensure me that work being done is of good quality and I can trust them because right now I don’t .

Have shop reassure me that if anything goes wrong with the work they have done I can bring car back and not need to worry about them keeping my car for over a month.

Have shop take responsibility for their actions

Have shop extend an apology and ensure me that work being done is of good quality and I can trust them because right now I don’t .

Have shop reassure me that if anything goes wrong with the work they have done I can bring car back and not need to worry about them keeping my car for over a month.

Have someone review the work and paperwork that has been done. I want to receive accurate information they have not done that yet.

Have shop realize how staffing issues affect customer service and how extremely important it is to communicate effectively to the customer the moment you run into any issues or hold ups.

Business

Response:

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

Review: On March 5, I bought my car to the dealership because the computer in the car that I needed a Service Inspection (SI)When the advisor asked me why was I there, I told her I needed a SI and I was interested in having the rubber seals around the windshield and the rear glass replacedShe explained to me that they could attempt to fix the glass around the glass, but if the technician breaks the glass, it's my responsibility to replace itNeedless to say, I declinedApproximately three hours later she returned telling me that my oil gasket was leaking and to replace it, it would cost me $I had my oil changed on September 27, while my car was still under warranty and within a few weeks by add oil light came on (Which leads me to believe the issue was there on that date, the dealership just waited for the warrantu to expire)I declined the replacement of the gasket so that I could get a second opinion elsewhereWhile driving home on the highway, my car began to shake erratically, I immediately called my service advisor back and asked her why were my brakes touched? She stated to me that my brakes were not touched and I told her that I saw that my rear brakes were tightened on the paperwork that she gave meShe placed me on hold and returned asking how far did I drive and could I bring my car back; she advised me that she would not be there when I returned because she had prior engagements and had to leave by 6pmI returned the car and the representative told me that my rear brakes were falling apart and he could not let me leave in that car, and they gave me a loaner carI returned on Thursday March 7, and I was told I had to pay for the parts of the brakes that they broke, but the labor fee would be waivedI agreed because I was tired of arguing with them and I had a friend with me and I did not want the headachesThey returned the car to me and before I reached ft from the exit gate, my flat tire symbol came onI immediately made a U-Turn and re-entered the service center, thinking it was just a sensorTo my surprise my right front tire was flatAt this point I requested to speak to the Service Manager [redacted] who told me that he would look into it for meI immediately called BMW of North America LLC and made a second complaint, and I was told ultimately it is up to the dealership to make the repairs, all they could do is advise the Service Manager which the representative did[redacted] returned with my car and stated that no nails or cuts were found in my tire and he filled it up with air, I explained to him that I was not driving the car from there without a different technician checking the tire and behold the second tech discovered stated that the valve was damaged[redacted] replaced it at no charge, stated that he hates seeing women cry (Mind you nothing was wrong with my tire pressure or valve stem prior to bringing it to that the dealership) This is totally ridiculous, customer safety, money and time are definitely not a priority.Desired Settlement: They should refund me the service inspection charge and the charge for the damaged brake
Business
Response:
Check Message tab or see attached
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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 meThank you very much for your assistance
Regards,

Review: My car is 328i 2011 model. It was towed to the shop for fixing after involving in an accident. My [redacted] insurance agreed to paid them to repaint the entire hood and a replaced bumper. 2 week later the shop called me to inform that my car was ready to pick up. I came and inspected my car to make sure everything was done correctly, but it was not. I found that the repainted hood and the bumper were not smooth as it was originally. There are stone chips all over the hood and the a clear ugly paint on the bumper. I requested them to redo the paint for the hood and the bumper and they replied they would redo the bumper, but not the hood. They tried to blame that it was not their fault and they said if my insurance pay them again, they will redo the hood. I wonder what should I do now in order to get my car repaired correctly? Please help. Thank you.

Business

Response:

Hood was redone to take of stone chips. Both [redacted] and BMW have inspected the car and signed off on it. This might be an old complaint?

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I am rejecting this response because: The paint came off after I washed the vehicle right after I picked up on the 17 October. There are still stone chips on the hood, fender and pumper. Scratched marks are still on the rim. I have some pictures attaching here and a second opinion from another body shop to prove that was a poor paint. Please help. I was ripped off because they said they provide a life time warranty on everything they did, but they refused to redo when I brought the vehicle back a day after. Obviously, they cheated me with the covered poor paint and the paint came off right after I washed the car. Please contact me for those reasons. Thank you.

Regards,

Business

Response:

As I understand it, we repaired this car/hood 3 times. Customer would not take delivery until it was finally deemed suitable. The client signed off to that effect. It is cetainly possible that some rock chips etc. have taken place since. To be candid, we can't make this client happy.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Nov 18, 2013 at 9:06 AM

Subject: Re: cid [redacted] / BMW of Fairfax

To: [redacted] <[redacted]>

[redacted],

Review: I delivered my BMW ** series on April 30, 2014 for a scheduled service. Additionally, I requested a detail service for the whole car to be performed. On May 9, 2014, I contacted my service adviser and I was informed that the car was ready for pick up. I drove to the BMW Fairfax location, and upon my visual inspection I discovered the detail service was not performed properly and I requested a correction which was accepted. After that, I continued to inspect the vehicle internally and externally, and at that time I discovered the car was damaged. The following damages were visually seen by me and the service adviser. Those damages include: the rear bumper, deep scratch on the front left wind shield wiper arm, and left headlight was scratched. Because of these damages, the service adviser informed me that he must involve the service director and service manager to speak with me. I was approached by a man, who did not identify himself, and he asked me if they caused the damages. I replied that when I delivered the car on April 30th there was a walk-thru around the car by the service adviser to see the condition of the car. None of the damages were present at the time of drop-off. I demanded them to repair these damages. The man that approached me was the service director and he stated that they would not fix the damages because the car was not damaged in shop. I asked if I could speak with his boss, which in turn he informed me rudely that he is the one in charge and that I could not speak with anyone else. At this time, the service manager introduced himself to me and he continued to assure me that the damages were not done here. I said I would not take the car until all the damages were fixed and that I can return Monday, May 12th and I would continue to use the loaner car they provided to me in the first place. This was denied and they told me that I would not be able to take the loaner car and I could take a cab to go home. Later on, I saw the adviser take my car and drive off from the garage. I was not informed at the time what was going to happen. After about an hour of waiting, the service manager informed me that all damages would be fixed. I waited about 4.5 hours before the car was brought back to the service area. I was told that the car was ready. During the visual inspection of the previously damaged areas of my car, the rear bumper and the left arm of the wind shield was replaced, and the front headlight was replaced as well, but unfortunately the glass on the headlight does not look new. I questioned the replacement of the headlight. I was informed that the headlight was taken off another used car and placed on mine. I stated that I would not be able to accept this kind of fix, because the replacements to the damages should be new not used. The service manager that they only use used parts in situations like this, which I again disagreed with. I said I would not be able to accept the car in this condition. The service manager told me that if I do not take the car, they will remove it from the property and they would ask me to leave the property premise. I complied with the request.

On Monday, May 12th I contacted BMW Headquarters and I filed an official complaint against BMW of Fairfax Service Department. BMW Headquarters informed me the complaint would be forwarded to BMW of Fairfax and they will reply directly to me. At the same time, I asked BMW Headquarters if they mitigate this and the answer was no because BMW of Fairfax is an independent dealer and they can't do anything to intervene.

On May 13th I received an email from BMW of Fairfax service director. The email read as follows: "[redacted], I hope this email finds you well. We received your complaint from BMW North America regarding your recent service experience. Although the damages in question did not happen while the vehicle was under our care we replaced your rear bumper cover, left front headlamp, left wiper arm and removed the charges for the vehicle detail as a good will gesture. We regret you remain dissatisfied with our services and the work that was performed on your vehicle. It is unfortunately obvious to us that we will not be able to meet your standards and are respectfully informing you that we will no longer work on your vehicle. We believe this will be mutually beneficial to both parties."

Please assist.Desired Settlement: I would like to receive a desired service and I want to have a new headlight put in.

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

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 vehicle.
Upon 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 manager.
Instead 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 fixed.
In response to this incomplete and unsatisfactory “service” performance, I will do whatever I can to discourage anyone from patronizing this establishment.

Review: It has been few years now that BMW FINANCIAL Department really ruining my life. They use my name as cosigner for one of my former employee and it show that I owe this BMW car that I never actually have. It also ruining my credit history. I would like the company resolve the issue right away otherwise I will move to next step legal action.Desired Settlement: contact us and resolve the issue right away other will contact legal department.

Business

Response:

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

Review: I purchased a 2008 BMW from [redacted] VA .I had this BMW dealer check out vehicle prior to purchase. They stated it was in top condition. This dealership was recommended by [redacted] to me. When the car was delivered to NC it had several areas that were not disclosed prior to my purchase so they repaired the bumper areas is question. The car then had to sit for 2 days prior to my driving it for the paint to seal. I started driving the car and put app 1000 miles on it (app 9 days of driving) when it left me stranded on the highway would not crank and I had to have it towed to the nearest dealership for BMW's. The service provider there said the car had faulty injectors faulty spark plugs faulty seals oil filter housing leaking and front lower control arms were cracked. I paid 300.00 to BMW Fairafx for a pre purchase inspection and still all this was amiss. My service provider in NC had to go to bat to get ANY of the warranty I purchased fom [redacted] ($4000.00) to cover. Per [redacted] all the seals would be covered under warranty and they were not. I paid out of pocket less than 2 weeks after purchasing car a total of 1527.38 plus the warranty covered another 1650.00 in parts and have tried to contact BMW service at Fairfax without any return calls to discuss a refund of pre purchase inspection as car was not what was stated to meDesired Settlement: Would like my pre inspection fee refunded in full as car was not as advertised.

Business

Response:

There is no customer in our service database by that name. Please send me the last 8 digits of the vehicle id #

Consumer

Response:

Review: [redacted]I am rejecting this response because: There was a pre inspection that passed with flying colors Immediately after obtaining car it failed and as I am writing this to you today it is back AGAIN in the BMW shop in [redacted] NC with a faulty tie rod and it is using oil. If this is your idea of a pre inspection to check out the car and all this is wrong within 3 months that is pathetic. I have driven car to and from work on the Interstate app 2500-3000 miles the entire time I have owned it and when I asked for a pre inspection to check out car, that is what I expected to receive. This is my 5th BMW and NEVER have I had the problems with any of them that I am experiencing with this one. I know I did not buy it new and it was pruchased from a used car dealer that is out to sell whatever, but I trusted that you being BMW would help me with a purchase that would last me a long time. This has not happened so far. I will NEVER purchase another vehicle from [redacted] motors of [redacted]. They recommended me to your dealership for this inspection and I feel with everything that has been wrong with this vehicle, your service department did a very poor job of assessing a quality vehicle. Regards,[redacted]

Business

Response:

From: [redacted]. <[redacted]>

Date: Tue, Mar 25, 2014 at 10:03 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: "[email protected]" <[email protected]>

This complaint was closed out long ago

Review: On June 14, 2013, I took my car to the BMW of Fairfax dealership for service due to a check engine light and my vehicle no longer turning on. My car engine light was currently on at that time and my vehicle was smoking prior before it initially shut off for good. I was told that it was due to the thermometer and temperature sensor and that the total cost to get my car back on the road and running again would be $1,046.90.

Well I paid that and my vehicle was right back on the road for only about a week and ½. I told the sales men clearly that my vehicle was doing the exact same thing that it was doing before and I was told that they would look into it. However, I received an email explaining that it was not the temperature sensors but instead I needed a new engine. However, I believed them without waiver and told them to just fix whatever the problem is so that I may be able to get back on the road again.

I asked what the total price would be and was initially quoted $5,737.00. I told the sales men that I could only take out a loan in the amount of $5000.00 and was then quoted $4,865.65. However, once I received my bill I was told that there were some additional things that came up in the process that needed to be fixed and therefore my new bill would be $5,025.74, so I paid it. Not even a month later my car started back doing the exact same thing. I took my vehicle back to the BMW shop for a third review, and was told that it was another issue and that in order for them to dissect the issue, it would cost a total of $396.98. I spoke to the sales manager and was told that there was nothing else that could be done. My problem now is that I have given this company a total of $6072.64 in which I did not have for a vehcile that is still not working.Desired Settlement: I would like to receive my money back the total amount of $6072.64 since the offer of fixing it was declined.

Business

Response:

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:My name is in the system for vehicle vin#[redacted] 2002 BMW 325xi. Thank You,