BMW Of North America LLC., Customer Relations Dept.

BMW of North America, LLC (BMWNA) provided a subsitution of collateral into a new vehicle for the customerThe customer had specific requests as far as the color and options included in the vehicleTherefore, the dealer was unable to find a vehicle in the current inventory that met the specifications of the customerBMWNA offered to custom build a new vehicle to meet the customer's specifications advising her that this option required more timeMs [redacted] agreed to order a new vehicle and was told the expected date of delivery prior to BMWNA moving forwardThe vehicle arrived at the dealership earlier than expected and the customer advised she is going to pick it up today, November 5, In addition, the service center agreed to reimburse the customer for the cost of the rental vehicle

Mr [redacted] had a few concerns with his BMW 435iThe concern with the seat moving downward was addressed and repaired by the dealership in [redacted] His concerns with the rear suspension and noise while driving were never brought to the attention of the service department, so an appointment was made to have the vehicle inspected by the Service Manager to access the situation

The issue in regards to the Extended Service Contract (ESC) and approval of a warranty request is now resolvedMy Service Advisor (SA) at the local dealership notified me that another representative at BMW NA was able to transfer the ESC to my nameRepairs on the car have now been authorized and the vehicle is going to be dropped off in the morning for serviceI thank my SA for doing thisThere is still the question of the rental car though:BMW NA assured me, by verbal agreement, that I would not have to worry about paying for the courtesy rental car that was provided to me by the dealershipMy vehicle sat at the dealership waiting for a decision by BMW NA to approve the warranty requestAt the moment I am being held responsible for paying for $for the rental car, my SA absorbed the rest of the costI don't understand why I am being held responsible for costs incurred due to a prolonged decision process that was in BMW NA's courtLet's work on resolving this remaining issue

I am rejecting this response because: 1. The headlights were never opened before the current issue happened. Since the car has not been under BMW CPO warranty, no headlight part has been changed. If any non-OEM part was ever installed, it was by the BMW dealer.2. The issue is not unique. A search on BMW forums such as E46fanatics.com or Bimmerfest.com shows that it's a problem other BMW customers have, as well. I have also filed a complaint with the NHTSA due to this being a safety hazard .

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
I have been contacted by BMW financial service department, and they advised that due to their investigation they would be providing a corrected up date to various Credit Reporting agencies, regarding my account. I am satisfied with the integrity of BMW representatives, and have confidence that pursuit of this procedure will progress in a timely manner. To this date, BMW has reached out to me in a friendly and professional manner in order to resolve my issue

I am rejecting this response because:I am disagreeing with this offer from Mrs*** from BMW of America I don't think its fair and they should pay for the full amount of this recall BMW Xxdrive35i for full repairs to engine repairs caused by the " Engine Malfuntion " I think its not fair for disabled US Marine pay full amount for a vehicle that's not safe on US roads and a danger to US Americans on the roads in United States . Yours Truly

I am rejecting this response because:
As I stated in the original Revdex.com complaint, “BMW NA has failed to comeup with the reason the car is warping the rotorsI consider thecompany in breach of warranty contract, as a solution to why the caris warping the rotors has not been provided to me.“

I am rejecting this response because:
The fault codes that the car gave, was a totally separate issue that is NOT related to the main reason I brought the car in for repair*** *** advised me of the fault code and says it is related to this issueI was very skeptical of this "repair" because it did not make any sense on how it would fix the issue I specifically brought the car in forSo I asked if this "repair" will repair the issue and it should not occur again? He says yes, this is the fault code that it is currently giving us right now, and that there may be other fault codes that we can not see until we fix this issue with the fault codeSo I had no reason to argue about that, because this is a BMW dealership's service department, and they should know what they are doing right? I mean it is BMWBut I was wrong, the issue occurred again a week and a half laterTherefore the repair on the starter was NOT the main reason that I brought the car in for repairHad I known that the car had a separate issue that needed attention because of the fault code, I would NOT have authorized the repair, because I had NO issues with the starter and the car started up just fineI can recall when I got a call from *** *** about my car, he informed me that it had a hard time starting upWell if it did have a hard time starting up (even if it was cold), then the starter was NEVER repairedThis leaves me to believe they scammed me of about $1,in repairs on a totally separate issue than what I had mainly brought the car in for repair/diagnosisBMW is "top of the line" right? Shouldn't their "trained" technician/staff be "top of the line" as well? Obviously notPerhaps they all need retrainingAs a gesture of Goodwill, it was notI requested that this be reimbursed to me because the issue should have been resolved the FIRST time the car came to BMW of Nashville's service department

Complaint ID#:10534338Company Name:BMW of North America, LLCCompany Contact: Company Phone: Company Email: Person Who Sent the Complaint: Staff Member:Response:I spoke to Mr*** on April 22, and he was going to send an updated email listing the existing issuesUpon receipt, I will contact our field team for further assistance.Sent on: 4/24/11:28:AM

The current owner spoke with BMWFS representatives on 12/9/and was advised that the original owner has days, from time of sale, to go to a BMW dealer to transfer the ownership of the Extended Service Contract (ESC) to the new owner. This criteria is also stated in the contract
for the ESC. A Maintenance Policy will automatically transfer to a new owner, but, not the Service Contract. Mr***’s previous covered visits were for a recall, which is unrelated to a warranty policy, and then the customer had maintenance . The time frame to place this customers name as the owner of the ESC has passed. The dealership has offer a 15% discount on the current issue the customer is having. Kind regards,

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

This customer has attorney representationAs such we will not be contacting Mr*** directlyWe are working through his attorney towards resolutionHe should direct any further questions regarding this matter to his attorney

After reviewing customer complaint with BMW Financial Services, I advised Mr*** in order to resolved his concerns, he would have to continue to work through BMW Financials as they will only respond to the customerMr*** was not happy with this response and hoped his prior contact with BMW
Financial Services would resolve his concerns

BMW has review this case involving Mr*** and his BMW 528i. After review, there are no recalls on this vehicle. The recall Mr*** mentioned was a recall from the company Valeo, and is not a BMW issue. I provided Mr*** information on the Valeo recall and gave him
the correct number to call. Thank you

The field reviewed this case and the problem that the customer was complaining about wasn’t present and customer stated the car was repairedThey offered the customer that if he has rotor problems in the future to bring it back and if it is under warranty they will gladly repair themAs of now
there is no problem with the rotors

have spoken to the customerHe in fact is not a returning “leasee”He does not currently own any BMW vehiclesHe claims to have owned one some years back, but could not provide in prior Vin informationHe was looking for some type of “customer retention” money from BMW corporateWe refer
to it as owner loyalty goodwill and given the circumstances he is not eligible for any owner loyalty (since he is not an owner). I reached out to BMW of Freeport dealership on his behalf to have someone from sales contact himThe customer was not pleased with the sales offer and called it almost “criminal”. I advised him that since we do not sell vehicles from our corporate office, he is free to negotiate with any BMW dealership of his choosing as they are independently owned and operated. The customer became irate and disconnected the call. There is no goodwill to be offered to this customer

The telematics technology Ms. [redacted]’ vehicle carries is outdated technology.  BMW switched to new technology in 2008. The telematics platform these vehicles carry is based on proprietary technology and the vendor is discontinuing the support on June 30th, 2016.  As a result, there is no...

hardware or software upgrade path. Impacted customers at this time are “customer-paid” contracts only. Per the Subscriber Agreement Terms & Conditions, BMW has the right to discontinue service. At the time the services will be discontinued, customers with an active contract will automatically receive a refund on a pro-rated basis regardless whether customers requested the refund or not

Please close case #[redacted] as settled: company provided requested settlement.  Thank you

Please be advised we have determined that Mr. [redacted]’s vehicle is working as designed and no compensation will be offered. I advised him of same today.

Hi,Thank you for contacting BMW North America, LLC. I will be in contact with you to escalate your case.Kind regards, Natalia ____________________________BMW of North America, LLCNatalia [redacted]Executive Customer CareCustomer Relations and Service[redacted]...

[redacted] Tel:      ###-###-####Fax:     ###-###-####E-mail: [redacted]Web:    [redacted]