BMW of Morristown

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 ThanksREGARDS[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 settlement.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
on my second visit to the dealership/workshop on 02-09-2015 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 desk. when 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-10-2015 which is absolutely not true as I did went on the test drive the first time on Feb-07-2015 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 -09-2015 they refused to bring the car back and they did drop the car on the 2-10-2015 I was ready to go for the test drive on the 02-09-2015 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 65 mph.
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.

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]

Review: 10/19/13. Dropped off my car, still under warranty, for flat tire light. Dealer found nothing wrong with tire. Replaced brake fluid and cabin microfilter as per CBS data. No charge as un der warranty. Dealer informed me that warranty set to expire and they would be able to perform an oil change under warranty as well. Dealer stated they would check over car as well since warranty set to expire and if find an issues, it would be still covered fro free. No other issues reported to me at this time. 11/9/13. Car has an additional 360 miles since leaving dealership. Tire light tripped on again and dropped off again. I've purchased tire insurance plan with my car to cover flat tires until 2015. Dealer replaces the tire and calls me on 11/11/13 to inform that my car would not shift into gear, had to be pushed into garage, evaluation performed, and will require new gear shifter. Cost would be $1,350 for parts and labor as car is now over warranty. I explained that I had never had such a problem and perhaps they had caused the problem. Manager offered to pay for part and I would have to pay $380 for labor to resolve. I agree as car is now inoperable and I have no other option.. 11/13/12 arrive to pick up the car. As checking out, I read the invoice which notes that an "oil leak - value gasket is recommended. No one at anytime informed me of this problem from the dealership.. I speak to same manager whom states this problem would cost me over $1,000 to correct. They have now attempted to charge me close to $2,500 for repairs 2 weeks after the warranty expired and I put 360 miles on the car. How could this all be a coincidence? There was nothing wrong with my car but a tire issue and now all this problems? An oil leak would not develop that quick. I suspect unethical practices. They are still in possession of my car and I have yet to hear from the director of parts and service as I was promised by the service manager of this dealer.Desired Settlement: I would like the car problems as noted by the dealership resolved including parts and labor at no out of pocket cost to me.

Business

Response:

Open Road BMW of Morristown has been working directly with the manufacturer to see if we could help resolve the issues at hand. We appreciate you bringing your vehicle to us for service. Your additional recommended services, were not related to any repairs that our tech performed. Your vehicle no longer had BMW warranty to cover your gear shifter and oil leak valve cover gasket. As a good will gesture, BMW agreed to cover the cost of the part to repair the gear shifter. Most recently and in addition to, [redacted] of BMW, agreed to cover 50% of the recommended valve cover as well. I feel that Open Road BMW has offered a generous amount of support in helping Mr [redacted] resolve these issues.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The dealership has now had my car for over 1 month now. No one from the dealership has contacted me within this extended time period as I was promised by the service manager. The bottom line is there was nothing wrong with my car until it was within the dealership. I can not accept the fact that my car that is 360 miles over warranty and was checked over by this same dealership 2 weeks prior all of sudden requires 2 separate repairs for over $2,500. In their latest response, they do not address any of my grievances and just because a business has been incorparated for 40 years does not mean they practice ethical measures. I am once again accusing this business of trying to rip me rip off.

Regards,

Business

Response:

Dear Mr. [redacted], we do understand your frustration with this issue, however BMW of Morristown’s 30+ hers of impeccable service leaves no question of our integrity and honesty.

BMW of Morristown stands as the number one BMW dealer in the market and number 7 in the United States. The BMW Limited Warranty is managed and administered by BMW of [redacted]., and your vehicle warranty commitments have been fulfilled by BMW **.

We contacted BMW ** on your behalf and after numerous attempts they decided the failure accrued after the expiration of the Limited Manufactures Warranty terms and will not extend any further goodwill assistance.

Although we understand your situation and frustration BMW of Morristown’s reputation speaks for it self, and do not appreciate any insinuation of miss-conduct.

BMW of Morristown is fully indemnified by the Manufacturer and they stand behind us in this case.

Sincerely,

Review: On 8/27/2013, I went to BMW of Morristown, NJ, because my service light came on. An advisor, [redacted], informed me that although my BMW manufacture warranty was over, my extended warranty [purchased on 12/22/2009 for $2195.00] could cover maintenance.

He informed me that my car had oil leaks, and there was bad tire pressure and condition. He also said that they recommended changing both rear tires. I only wanted to fix the oil leak and the tire pressure since it was under my extended warranty. He informed me there was a $50 deductible. I paid $53.50 that day. However, when I got home, I reviewed my extended warranty and couldn't find the $50 deductible policy. I requested a copy of the policy from BMW, to which they agreed to send me by e-mail, but still haven't received anything.

On 9/4/2013 my tire pressure light came on for the rear right tire. I called BMW and asked why the light came on when they just fixed my tire pressure on 8/27/2013. I was told that it could be due to the weather, so I brought my car in again for a check up. They told me that the front left tired needed a screw-in valve replacement for $90 and that the rear tire had a nail in it. To change 2 rear tires would cost $539.62. I agreed to replace the screw-in valve, but held off on the tires.

I totally paid $72.88 because I have $10 credit and 10% discount.

I then took my car to Costco for the tires. A mechanic examined my car and told me there was NO nail in the rear right tire, and that I can still use my rear tires for at least another 2-3 months.

What I would like to know, is why BMW, at least the one in Morristown, is cheating its customers. I'm honestly shocked and appalled to hear this from such a reputable company.

Another thing, the mechanics broke my sunglasses holder. [photo attachment]

A copy of two payment receipts also attached for your reference.

Thank you for your time

Sincerely, [redacted]Desired Settlement: I should get a refund for $53.50, and $10.00 reimbursement for broke my sunglasses holder.

Business

Response:

Mr [redacted], VP of Open Road BMW emailed [redacted] and invited her in to our dealership in an attempt to explain the situation and come to a resolution. I would hope to say that this will be result in a positive manner. Please see Mr [redacted] letter below my response.

Kind regards,

Dear [redacted]

I’m happy to look into the issue for you, however we don’t “cheat our customers”.

We do however occasionally make errors and my team will certainly look into things to see if one was made here.

We also always make a good faith effort to keep our customers happy if and when problems arise.

Additionally, I would like to point out that its also quite possible that the Costco technician may be mistaken in their assessment and/or simply inexperienced with BMW standards for tire wear. Its also possible that the nail or screw head snapped off or changed position and was missed at Costco.

In either case, I’m sorry for your frustration and welcome the opportunity to have your tires re-examined in Morristown or at one of our other BMW facilities. I’m sure we will be able to get to the bottom of what is certainly a misunderstanding.

I would also like to point out that we also enjoy an A+ rating with the Revdex.com.

I will respectfully say that sometimes we are less than perfect and we do make mistakes, but we do not

“cheat our customers”

please let me know when it might be convenient to meet to personally address your concerns.

Best Regards

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I also sent one E-mail as below:

Dear V.P. [redacted]

Thank you for your e-mail regarding the services your team did for my car.

There are a few key points that I'd like to address:

1. [redacted] sent me a copy of the CPO warranty statement on 9/11/2013, as attached.

However, this warranty is only effective up to 50,000 miles. My car has over 50,000 miles on it, which would fall

under my Extended Warranty, purchased on 12/22/09. I couldn't find the $50 deductible policy for mechanical service on this agreement, which I have also

attached for your reference.

I would like a refund for the $53.50 that I paid on 8/27/13.

2. On 9/4/13, in the process of working on my car, your team broke my sunglasses holder as attached.

It costs $10, so I would appreciate a reimbursement of $10.

3. I haven't changed my tires since the

check up you performed on 9/4. I understand that the longevity of the

tires can vary depending on the mechanic examining them, but what about

the nail?

Customer,

Review: I have purchased/leased 5 cars from Morristown BMW. I was shocked at the treatment I received from Steve H[redacted] (who I was directed to after I asked to speak with a manager). BMW has always seemed to me to be a company that places customer service/satisfaction very high. I am always asked to give "excellents' on customer service surveys after I bring my car in for service. I don't think Mr. H[redacted] gets the importance of customer service or has had a serious lack of training in this area. He made me feel small, humiliated, embarrassed and bullied in front of other service personnel. Background: I had come in for a car wash of my vehicle on Friday, February 6th at around 4pm. I was told when I initially leased the car that I could come in any time for a car wash. This was only my third time in almost 2 years. I had tried twice previously in the past month and was turned away. This time, I was initally told by the valet and girl behind the service desk to come back another time, AGAIN. There were no other customers in the waiting area for service. I was told there were 60 cars ahead of me!! The fact that they couldn't take 10 minutes to run my car through the outdoor car wash ahead of 60 other cars that were dropped for service earlier was extremely poor customer service. I was the only customer there in-person and was made to feel very unimportant. Either Morristown BMW is offering the car wash as a service or they are not. Mr. H[redacted] had an attitude from the beginning and said it's not his fault that I would have to wait, or that sometimes the car wash is broken and not able to be used. He is a manager and it is very much his job to be aware of things like this so they can be repaired and taken care of. He spoke to me in a condescending manner in front of many people. He told me in a loud tone to sit down. He even accused me of hitting him with my glove when I turned to walk away. Outrageous!Desired Settlement: Mr. H[redacted] should take a customer service class. I would also like a letter of apology from him. I have been a loyal customer for almost 20 years. His behavior should not be tolerated by his superiors.

Business

Response:

[redacted] spoke to Steve H[redacted] and clarified her concerns. It wasn't Steve that she spoke to at the dealership as noted in the complaint. He was away on vacation. He assured [redacted] that we don't treat our customers that way and apologized for her feeling the way she did. The car wash does back up at times and there was a wait time to consider. Steve requested that [redacted] contact him directly the next time she is scheduled to come in and he will personally take care of her. We expect the highest standards from our employess and continue to strive for perfection. We apologize for the situation and assured [redacted] that was an isolated problem that will not occur again.Sincerely,Missi C[redacted]

Review: Dear Sir

I purchased the BMW X5 35i on the Fe-05-2015 and complained to my salesperson on the Feb-06-2015 regarding the Rattling noise coming from the cabin of the car from rear and from front driver as wells Passenger side, I also noticed a wind noise catching up inside the cabin while driving the vehicle at speed of 65 miles/hr

today being the Feb-07-2015 I drove to the car to there workshop here they took a test drive and asked me to bring the car back on Monday following week as there main specialist was not there I could make out from the dealers tone that they just not might work in my favor and won't replace the car,since I will be paying over $65,000 and its been just 1 day from purchase I don't want to be driving this car

Kindly help me with best possible help you can extend.

Many Thanks

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

on my second visit to the dealership/workshop on 02-09-2015 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 desk. when 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-10-2015 which is absolutely not true as I did went on the test drive the first time on Feb-07-2015 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 -09-2015 they refused to bring the car back and they did drop the car on the 2-10-2015 I was ready to go for the test drive on the 02-09-2015 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 65 mph.

Regards,

Consumer

Response:

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 ThanksREGARDS[redacted]

Business

Response:

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

Review: The issue with my car was and is that I am using / losing about 1 quart of oil about every 350 miles.

On January 2, 2014, I brought the car to Morristown BMW where I purchased it.

Note, the car has 230,000 miles on it and runs well.

Their service man called me and told me I should replace several gaskets for about $2,200.

I asked if it was necessary and was he recommending that all of the gaskets be replaced. He said that was his recommendation.

Now, I am still losing/using 1 quart of oil about every 350 miles.

I returned to BMW saying the problem is not fixed.

The service manager's reply, after some research, was;

(1) a car with 230,000 miles will use about 1 quart every 350 miles (2) the issue is probably the rings (3) they don’t recommend fixing this because of the cost and the mileage on the car.

Also, they said that they fixed a problem of the car leaking oil.

I replied that had they told me this I would not have replaced the gaskets as I only saw an occasional drop on my garage floor.

I suggested that they should offer a partial refund. They apologized for the lack of communication, but said no.

Clearly changing the gaskets did not correct the problem.Desired Settlement: A partial refund of 50%.

the total cost was $2,283.88

Business

Response:

[redacted], Service Director of BMW, discussed with Mr [redacted] that the work performed was requested by Mr [redacted] and diagnosed by his local shop.

The below response is directly from Mr [redacted]:

Recollection of the events:

On 01/03/2014 @ 230798 miles 314827 Mr [redacted] 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 1/03/2014 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 01/15/2014 @ 231845 miles 315859:

“I already went through 2 quarts of oil since last service”

After inspecting the vehicle , we found no further oil leaks. The

work we performed on 01/03/2014 1047 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 02/04/2014 @ 233091 miles 317375

“still loosing a quart of oil every 300 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 01/03/2014 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 missed. For us to tell you your engine is burning oil without any

evidence of smoking or rough running would have been irresponsible. Even 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 2 more times and did not charge you.

Please except our apology for your inconvenience. BMW 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 [redacted]

BMW of Morristown

BMW of Roxbury

BMW of Newton

Consumer

Response:

Review: [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,

Business

Response:

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

Kind regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I leased a [redacted] on March 31, 2014. At the signing of the lease I expressed great concern over issues with the contract where there were multiple unexplained additional costs that had not been explained prior to signing of the lease. The finance manager, [redacted] said that this would all be explained and corrected at pickup. I was also told that if I didn't sign the contract than the deal would change the next day because it was the end of the month. I never received any explanation of the unauthorized charges and spoke to the General Sales Manager, [redacted]. [redacted] advised me that they would promptly refund me any charges that were unauthorized as well as credit me the refund on any profit made on a tire and wheel insurance that BMWof Morristown had made. After multiple emails and phone calls with no response. I contact the Vice-President [redacted] He advised me that he would meet me to discuss and then never responded to multiple emails and calls I never heard from him. I contacted the dealership so many times leaving messages and emails with NO RESPONSE. I contacted [redacted] and multiple attempts by a resolution manager lead to absolutely no contact by the dealership. I was told that I signed a purchase order that detailed the charges in the lease. I NEVER signed such a purchase order and so I asked for a copy. After multiple attempts I STILL haven't received a copy of a purchase order because I never SIGNED a purchase order. I then contacted [redacted] to dispute the charge in order to try to get a resolution. 2 Months went by and [redacted] found in my favor because BMW of Morristown did not respond to the dispute and didn't send any of the requested paperwork. Now instead of resolving the issue directly the dealership has put an order to not service service my OTHER vehicle even though this has nothing to do with the vehicle in question. I again contact the management and after 4 attempts have heard nothing backDesired Settlement: I would like to have the dealership accept the credit card refund that was awarded to me by [redacted]. They have had every opportunity to contact me to resolve this matter. They did not respond to [redacted], they did not respond to [redacted] and they refuse to produce any paperwork. They fraudulently claimed that I signed a purchase order which I never did and they put multiple unexplained charges on the lease. They also never honored the refund on the profit from the tire and wheel insurance. Most importantly the customer service has been horrific. I would at least expect a response from the management from a repeat customer to the dealership.

Business

Response:

[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,

Consumer

Response:

Review: [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,

Review: Leased vehicle from BMW and was deceived by sales person. When writeing up contract she established that Lexus Finacial would be satisfied for all payments remaining on my existing lease with Lexus. The sale took place on March 27th and I received a letter from Lexus on June 15th saying my car was reposessed and that I owed them $7500. Because the incorrect buyout figure was sent, Lexus also tarnished my credit rating by notifying the credit bureau of a repossession. The salesperson alledges that I called Lexus for the buyout figure and they told me it was in the amount of $3000 and I gave her this amount. This is totally false as lexus phone records prove that I never called and she did and only asked them for the contract number. She instead made up a ficticious low ball figure to get the sale closed. I in turn I was under the impression that with the down payment made the buyout number and the lease amount that all financial obligations were satisfied to Lexus in this calculation, I still had a year left on my lease so it would make no economic sense for me tp pay an additional $9000 to Lexus at this time. .I have turned in leased vehicles before and have never experienced anything like this, the sales person always worked out numbers that were palatable to the both of us and that would be how a deal would be consumated. In this case the sales person knowingly established a contract that she knew would hurt the customer finanacially and gave no guidance as to the ramifications. BMW is taking the position that because I signed the contract that is the end of the story but the contract was made up to defraud the customer. I have in the meantime over the last 4 months spoken to the manager of the dealership numerous times because on the date of sale when I met with the finance person of the dealership he wanted to renege on the initial lease payment of $735 and increase it to $785, we finally had to agree on a figure of $750 when I had earlier in the day shuck handsDesired Settlement: I want my Credit restored and the reamining balance of $4500 paid to Lexus by BMW.

Consumer

Response:

[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.]

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 settlement.