BMW Of North America LLC., Customer Relations Dept

We have researched this matter furtherMrSanchez purchased he vehicle from an independent dealer approximately June of The vehicle is currently outside of the manufacturer’s standard new car warrantyIn addition, he had after-market parts installed on the vehicleWe are therefore declining any request to repurchase the vehicleAs a goodwill gesture, BMW of North America, LLC has agreed to participate 25% towards the estimated repair costs as supplied by BMW of Greenwich service centerThis would be the extent of goodwill we can offer this customerPlease note your case files accordinglyIf you have any further questions please feel free to call me at [redacted] *** If you please also note, the customer is continuing to service his vehicle at 3rd party dealers and I informed him we do not participate in any goodwill towards third party repairsI will consider this matter closed at this point.Thank you Kind regards,

I am rejecting this response because: I have provided all necessary e-mails as requested, and the business responded to me that they received them, yet the latest Revdex.com response is that they have not received them The offer to meet with a technical representative does not solve anything and is strictly an attempt by BMW to make it appear that they have offered me something Taking this meeting would be my ninth trip to the dealer since I have owned this car totaling hundreds of accumulated miles on my lease, gas expenses, and lost personal time The servicing dealer has failed to document appropriately and take responsibility for their mistakes while also making numerous claims against me as a customer The servicing dealer's documentation is so poor, that the BMW agent handling this Revdex.com claim can't even provide the correct original service date, which was 9/24/ Due to this poor documentation, they are stating that the damaged items were cosmetic and/or damage from road debris/my use of the car, but if they would carefully read the documentation I provided, they would see that all of the items that were worked on during the first service visit were factory defects These items were reported by me to the selling dealer within days of my purchase of the vehicle The BMW agent has told me multiple times that she is going to side with the BMW dealer and take anything that they say as truth despite my clear documentation that refutes everything they have said Unfortunately, she is not impartial and is not capable of rendering any sort of fair assessment of this case She fails to understand the difference between the initial service visit and all subsequent service visits and mistakes made by the servicing dealer One correct service visit does not cancel out the mistakes and damage from four other visits More so, she stated in a direct e-mail response to me, that regardless of the documentation I provided, they would not change their stance When you make it clear you're set on a decision before you review all the documentation, it's a lost cause.Litigation is the only logical next step despite my extreme desire to resolve this with BMW directly Regards,

One of our corporate engineers reviewed pictures submitted by customer and was unable to determine if the problem was due to a short circuit or wrong part installed and further commented about possible outside influences causing the problemThis incidentally was the 1st case he's ever seen with this issue which includes customer's 325ci with 105,miles on the odometerBased on available information, customer request for assistance was denied and customer was advised of this decision

Mr [redacted] took delivery of the vehicle on 7/30/The first documented complaint was 10/7/14, months after taking deliveryAt that time, the customer's documented concerns were a scratch to the drivers front mirror and small paint chips to the clear coat finishMr [redacted] met with a BMW representative who determined the damage was due to outside influences such as road damageHowever, BMWNA, as a gesture of goodwill, covered non warrantied cosmetic repairs at no cost to the customerOn 10/7/14, the customer also stated, the front camera and front collison warning malfunction comes on intermittentlyIt was determined the vehicle was operating as intended as the system can’t see in heavy sunlight, rain or fog and the warning will come on to let you know it is blinded by the conditions, this is operation and is documented in the BMW operating manualMr [redacted] 's claim the dealer caused vehicle damage while in for service are unsubstantiatedThe service center claims no responsiblity for cosmetic damageMr [redacted] was not able to duplicate his concern at the service center regarding windows and sunroof opening automaticallyHowever, if the key is close to the vehicle and the rain is heavy enough it will lock and unlock the vehicle because it thinks someone is requesting it, it will not open the windows because comfort open does not work via the handle but only the button of the remoteOn 12/4/the customer stated the passenger restraint system warning light comes on intermittently after the interior of the vehicle got wetThe malfunction was contributed to high moisture levels due to outside influence, the fault was cleared and the vehicle operated as intendedAs a goodwill gesture, the service center provided Mr [redacted] with a rental vehicle while his vehicle was in for cosmetic repairsLoaner vehicles are provided at the discretion of the dealerMr [redacted] was in the loaner vehicle for weeks due to a failure to retrieve his repaired vehicle after being notified by the service center his vehicle was ready for pick upThe service center has documentation noting the customer was contacted to retrieve his vehicleMr [redacted] 's was asked to return the loaner vehicle since repairs to his vehicle were completedMr [redacted] states his request to be put in touch with someone in a supervisory role was refusedIn fact, Mr [redacted] met with the BMWNA field manager [redacted] at BMW of ***Mr [redacted] 's emails to customer relations reference meeting with Mr [redacted] as wellMr [redacted] is the BMWNA representative responsible for making decisions regarding customer claimsAlthough BMW of North America, LLC has previously responded and provided goodwill toward the customer's concerns, requests to review the customer's concerns with a BMW representative are in the process of being scheduledBMWNA is waiting for Mr [redacted] to provide scheduling dates

Ms [redacted] contacted us with concerns about her warranty and related repairsBMW NA took steps to reach out to the dealer, provide her information, and cover the cost of her repairs

BMW of North America was contacted on 10/24/of the concernThe customer was interviewed on 10/after multiple attempts to reach herOn 10/31/BMWNA inspected Ms***'s vehicle with the complaintant and her attorney presentThe customer was verbally advised of the findings on 11/4/after the codes were deciphered by the National Engineering GroupThe letter attached was drafted, emailed, and FedExed to the customer by 11/6/BMWNA has reviewed Ms***s concern and requestsEvidence provided by the vehicle do not substantiate a settlement

I am rejecting this response because: I was injured from the passenger airbag which was recalled (I received the recall notice two weeks prior to my no fault multi-car accident)BMW states the parts were not available to remedy the issue until further notice The passenger airbag exploded, without even having a passenger in the vehicle, this mechanism is supposedly sensored and only to deploy when a passenger in the vehicle is present, instead the malfunctioned airbag caused an explosion spraying my hand with gunpowder, 2nd degree burns to my right hand/arm.I am in process of legal action against BMW & airbag manufacturer TakataThe photof of my injuries and recall letter have been attached

I am rejecting this response because:they just replace the rotors and pad, just repair for the back seat, they did not redo the convertible top, my request is need replace different car , this car been in the shop for repair many times