BMW of Morristown

BMW of Morristown is aware of Mr [redacted] 's apprehensions and is working with himWe just learned of the concerns and I ask that you allow us the time needed to find a resolutionIt was expressed to our service advisor that he felt unsafe driving the car with the washer fluid freezing and a rattling wind sound in the cabinThe problem was not able to be duplicated when he and our tech drove the car on Saturday, February 7thMr [redacted] was advised that our shop foreman would test drive the car and address the concerns on MondayThe vehicle was left at our dealership and Mr [redacted] declined taking a loaner carWe transported him to the train stationOpen Road BMW of Morristown will continue to diagnose th problem and if it's necessary will contact the manufacturer for their assistance in rectifying the problem

My response on March 25, is our final offer of resolutionI'm sorry if Mr [redacted] is not happy Kind regards, [redacted]

[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 I wish to rescind my complaint with BMW, we have reached a settlementRegards, [redacted]

Complaint: [redacted] I am rejecting this response because: I brought the car to BMW of Morristown because I was losing/using qt of oil every 300-miles While I told them that a local repair shop said I was leaking oil, (note I did not provide any detaila about the location of the leak) and they said they confirmed this, it was my expectation that BMW of Morristown with their technical expertise would know and verify that my oil loss was due to this leak Also, I only have their word that the three gaskets needed replacement Regards, [redacted] ***

[redacted] is in possession of his platesThe deal was done through a third party company (A leasing company) and we are working with them to resolve the motor vehicle issues Sincerely, Missi C [redacted]

Complaint: [redacted] I am rejecting this response because: on my second visit to the dealership/workshop on 02-09-i did complain about the Wind noise in the front cabin area to [redacted] and I don't see the complaint attended or mentioned on work order as the dealer came over to drop the car at my residence in my absence, and left the keys to my car and work order at my building front deskwhen I reached home I collected the keys and work order from the front desk and was surprised to note that my complaint on wind noise was not mentioned in the work order Secondly the work order does state that I refused a test drive on Feb-10-which is absolutely not true as I did went on the test drive the first time on Feb-07-with there technician [redacted] for which I have a record too and on second occasion when I asked them to drop the car back on Feb -09-they refused to bring the car back and they did drop the car on the 2-10-i was ready to go for the test drive on the 02-09-but they refused/denied there intention.And since [redacted] the technician did locate the distortion noise with me while I was on test drive with him and later as we went back to the dealership he meet up with his Servise director and as I joined the conversation [redacted] denied hearing any distortion noise in front of me and his Service Director [redacted] and it was told to me that there is no problem and they asked then as I questioned [redacted] to speak the truth his serves Director [redacted] asked [redacted] to keep quite and [redacted] left from the discussion ,hearing and noticing there actions it was very evident that I was not in any hope of receiving any help from them besides a ride back home....this was so upsetting and Finally I told them to drop the car at my residence in my absence, since I was in office how could I have been on the test drive which they claim I refused ....while attending office, the car was dropped and the keys were dropped at the concierge concierge(front desk of my apartment building).Later when I got home I collected the keys and the work order and now I see they not only could duplicate the problem but also did not take into account the wind noise which can can be heard by me while driving over mph Regards, [redacted]

This email is regarding complaint bearing no [redacted] " [redacted] " I spoke with the Vice President Mr [redacted] at BMW of Morris town and post our communication and with his positive attitude and response I have decided to close this complaint on a positive noteI shall personally thank Mr [redacted] for his promptness in resolving with his highest level of professionalism , Kindly clos Many ThanksREGARDS [redacted]

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

This email is regarding complaint bearing no [redacted] " [redacted] " I spoke with the Vice President Mr. [redacted] at BMW of Morris town and post our communication and with his positive attitude and response I have decided to close this complaint on a positive note. I shall personally thank Mr [redacted] for his promptness in resolving with his highest level of professionalism , Kindly clos Many Thanks REGARDS [redacted]

*** ***, Service Director of BMW, discussed with Mr *** that the work performed was requested by Mr *** and diagnosed by his local shop
The below response is directly from Mr ***:
Recollection of the events:
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On 01/03/@ miles Mr *** brought the vehicle to us:
“took it to a local place but they told me to bring it to BMW
there is a leak at the oil separator”
“Headlights are not as bright as I like”
After inspecting the vehicle on 1/03/we found:
oil leak from Oil
separator (just like your local shop told you) leak from valve cover
gasket, and leak from oil filter housing
Found head light lenses
are oxidized
For the oil leaks you authorized us to fix the leaks, and we
cleaned the oil residue
For the head lights you declined the work
On 01/15/@ miles 315859:
“I already went through quarts of oil since last service”
After inspecting the vehicle , we found no further oil leaksThe
work we performed on 01/03/miles before was performed correctly
We advised you that there is a possibility that the oil being
burned is do to the high miles on the engine and the we are on the seals and
piston rings
But further testing was needed, at an extra expense, which was
declined
On 02/04/@ miles
“still loosing a quart of oil every miles or so”
We inspected the vehicle for oil leaks and found no new oil
leaks, and re confirmed the vehicle is most likely using the oil do to internal
engine wear
We are sorry the vehicle is using oil, but when you
came to BMW of Morristown on 01/03/you head severe oil leaks that you
already knew of.
Your local shop informed you of the problem, we confirmed this and found additional oil leaks
that they missedFor us to tell you your engine is burning oil without any
evidence of smoking or rough running would have been irresponsibleEven if you would have indicated
the use of oil during your initial visit, with the amount of oil leaks, it is
still more likely the oil was leaking out rather then being burned
We only charged you for work requested and authorized buy you, and
we took the time and inspected the vehicle more times and did not charge you
Please except our apology for your inconvenienceBMW of Morristown would be
happy to give you a discount on next repair if you decide to rebuild the
engine.
Sincerely:
*** ***
Service & Parts Director
Direct ***
BMW of Morristown
BMW of Roxbury
BMW of Newton

Mr *** has been in touch with *** ***, VP of Open Road Auto Group and they are trying to resplve the matter.Sincerley,*** ***

** *** spoke to Steve H*** and clarified her concernsIt wasn't Steve that she spoke to at the dealership as noted in the complaintHe was away on vacationHe assured ** *** that we don't treat our customers that way and apologized for her feeling the way she didThe car wash does back
up at times and there was a wait time to considerSteve requested that ** *** contact him directly the next time she is scheduled to come in and he will personally take care of herWe expect the highest standards from our employess and continue to strive for perfectionWe apologize for the situation and assured ** *** that was an isolated problem that will not occur again.Sincerely,Missi C***

This case has been resolved between Open Road BMW of Morristown and [redacted]Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am not refuting my [redacted] credit in fact I think it is very correct.  The management at BMW Morris has made absolutely NO EFFORT to contact me to resolve this issues.  After sending at least 20+ emails and 20+ phone calls I received one call from [redacted] giving me a ridiculous offer which I rejected.  He told me that he would check with his vice-president and he never go back to me.  I have at least 10 plus emails documenting all of the emails that went without a response from your management.  As recently as last week I have three email from BMW manager [redacted] to her management to call or email me and all of them went unanswered.  I have made at least 5 requests for a SIGNED PURCHASE ORDER that supposedly detailed all of the charges on my lease.  I have never received a copy of any signed purchase order, and  [redacted] never received a copy.  I deserve this credit and I should not have any service restrictions on the dealership that is most convenient to me.  I disputed multiple charges on the lease at the time of signing and felt duress to sign or else the deal would go away.  The contract contained numbers that were never explained and when I asked for clarification I was blown off and told they would explain later.  At the time I had had a good relationship with the dealer and never thought I would be treated so callously and with such horrible customer service.  This was a classic bait and switch.  Charges that were never explained were put on the lease and then I was told that I signed a purchase order that no one can produce.  I have a verbal contract with [redacted] that all of these charges would be refunded as well as any profit on the tire and wheel and safe lease.  A verbal contract is still legally binding.  I have tried in good faith to resolve these issues to stay on good terms with the dealership but get no response.  A credit was awarded to me by [redacted] because the dealership did not produce the paperwork.  Also, the service that is being denied is on a DIFFERENT VEHICLE AND NOT the VEHICLE that is on the lease.  This is ridiculous. This dealership was even unresponsive to [redacted].  Even after the credit was awarded to me by [redacted], BMW still never reached out to me.  No bill, no phone call no response.  At this point I feel that a just resolution is the 2500 credit that has already been awarded and lifting any service restrictions on my account.
Regards,
[redacted]

BMW of Morristown is aware of Mr [redacted]'s apprehensions and is working with him. We just learned of the concerns and I ask that you...

allow us the time needed to find a resolution. It was expressed to our service advisor that he felt unsafe driving the car with the washer fluid freezing and a rattling wind sound in the cabin. The problem was not able to be duplicated when he and our tech drove the car on Saturday, February 7th. Mr [redacted] was advised that our shop foreman would test drive the car and address the concerns on Monday. The vehicle was left at our dealership and Mr [redacted] declined taking a loaner car. We transported him to the train station. Open Road BMW of Morristown will continue to diagnose th problem and if it's necessary will contact the manufacturer for their assistance in rectifying the problem.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[redacted] is in possession of his plates. The deal was done through a third party company (A leasing company) and we are working with them to resolve the motor vehicle issues. 
Sincerely,
Missi C[redacted]

Complaint: [redacted]
I am rejecting this response because:
I brought the car to BMW of Morristown because I was losing/using 1 qt of oil every 300-400 miles.
While I told them that a local repair shop said I was leaking oil, (note I did not provide any detaila about the location of the leak) and they said they confirmed this, it was my expectation that BMW of Morristown with their technical expertise would  know and verify that my oil loss was due to this leak.
Also, I only have their word that the three gaskets needed replacement.
Regards,
[redacted]

[redacted] needs to contact [redacted] if she is disputing her refund. Our account was already debited by [redacted]
Our management staff confirms that they spoke to [redacted] and tried working toward a resolution. We do not agree with the refund of $2500. Documents were signed and **...

[redacted] would not have taken delivery of her vehicle without doing so. Customers are all given copies of their documents prior to leaving the dealership.  BMWFS could supply additional copies should it be necessary.
Considering the disagreeable terms, it is our right to refuse service until we receive the money owed to us. Our accounting records prove to be unpaid.
Sincerely,
[redacted]

My response on March 25, 2014 is our final offer of resolution. I'm sorry if Mr [redacted] is not happy.
Kind regards,
[redacted]