BMW Of North America LLC., Customer Relations Dept.

Review: The below excerpt is from an email that I have sent to multiple people at BMW of [redacted] located in [redacted] regarding my most recent trip for service on my 2014 BMW 328i. The service received was horrible and I have tried several times to resolve this with management, but no one will get back to me. I suspect that they are not taking ownership of the problem and they have no desire to serve their customers. This is not what I expected when I purchased my BMW. As it stands, I fully regret ever giving my money to this dealership. If this behavior is condoned by BMWUSA, I fully regret every buying this vehicle. The email below was forwarded to Customer Service manager "Yadira" and to manager Andrew [redacted]:"I was impressed with my initial phone call to schedule my service because the person I spoke with (Carlos) was very professional and friendly. I looked forward to bringing my car in, but I had to wait a bit to ensure I would get a loaner, which I would need to use to get to work that afternoon. When I arrived to drop my vehicle off, I was about 10 min early, so I suspected that I would have to wait a bit. I was greeted by a female staffer with an iPad or some other tablet, who took some of my information and then explained that she would find my service advisor. After waiting for quite some time, I was finally forwarded to another service advisor, who seemed extremely busy. I think his name was BJ. Although I can't say he wasn't friendly, he seemed very preoccupied, which I can imagine was the case considering he was one of only 2 advisors I saw working. After waiting for some time, BJ was able to address my needs. I explained that I was there to address an oil change, 20,000 mile service, fuel pump recall and an issue with my headlights (still under warranty). BJ began to pull everything up and, after getting the paperwork together, he told that he would take care of the car. I asked him about the loaner vehicle and he proceeded to call the shop to see how long the pump recall would take. After getting off the phone, he said that the vehicle would be ready in 40 minutes to an hour. I don't know if this was an attempt to change my mind about the loaner, but I needed to go to work, which is why I had to wait for a week and a half to bring it in (the loaner). I explained that and he said that someone would set up my loaner for me. The original female staffer (unknown name) escorted me to the bay where a 328i was waiting for me, which was nice. Now, later in the afternoon, around 5pm (4.5 hrs later), I received a call from BJ telling me my car was ready. I work til 7pm, so I had to wait til morning to come get the vehicle. I asked BJ what was done about my headlights. My original complaint was that my headlights are extremely dim and it is difficult to see the roadway markings at an acceptable distance at night. The state minimum is at least 150 feet and I don't believe my vehicle meets that standard. This is what I explained to BJ. When I asked him what was done, he stated that the service techs parked my car next to another 328i and compared the headlights and they appeared to be the same. I don't know about you, but it is not possible for someone to gauge candlepower lumens for lights by eye, especially comparing it to another vehicle in the daytime. If this is a manufacturer's engineering defect, the 328i's across the board would all have the same issue, so I also don't see the logic in doing that either. My issue is that it is difficult to see roadway markings, which is a pretty serious issue. I have 20/10 vision (perfect vision), so I know it's not an issue with my eyesight, so hopefully you can see the dilemma here. Since my issue was not addressed by your staff, I decided to pick up my car and address it with the customer service personnel. I arrived to pick up my car and my service advisor was no where to be found. The cashier attempted to go over my paperwork with me and she was very professional and nice. I took my paperwork and went to the front to get my car. The employee that drove my car up parked it, handed me my keys and walked off. There was sticky residue all over both sides of my car under the mirrors, across the doors and across my hood. I ended up having to wash the car again with my own money. This was obvious to anyone who saw the car, so that was disappointing as well.In summary, I bought the BMW for the car and the service. The car isn't meeting standards and, up to now, the service has been utterly disappointing. I regret purchasing this car from your dealership considering the treatment I have received so far. It's apparent to me that no one there cares about the safety of your customers and I plan on taking this up with BMW North America as soon as practicable."I have filled out two different surveys regarding this visit and, with the exception of a phone call that I received on a Saturday afternoon while I was working (and couldn't talk), no one has followed up with me. In addition, I used my windshield wiper fluid for the first time yesterday since picking up my car after the oil change. My "low reservoir" light came on for the wiper fluid. It's apparent that the service technicians did not do the multi point inspection as described in their paperwork and I have concerns about whether they actually did any work at all on my vehicle now. BMW should not condone this type of business behavior and I would like to know what BMW is willing to do to remedy this. This is the most horrible example of service I have experienced at a Car Dealership. BMW should be ashamed.Desired Settlement: I would like BMW to make this right. I paid a lot of money for this vehicle and for their representative to shrug off customers' concerns and safety is a huge issue for this brand. I would also like this dealership to be investigated by the company. I don't believe they are performing the service that they advertise and, if that's the case, it is a serious safety issue and a huge liability concern. BMW should be treating their customers better and they aren't.

Business

Response:

Mr. [redacted] was not happy with the customer service he received at BMW of [redacted]. His issues were relayed to the appropriate management personnel. After discussing his concerns, Mr. [redacted] agreed that he would bring his vehicle to another authorized dealership and agreed to an appointment that we scheduled for him at Autobahn BMW with our BMW technical engineer. The engineer made sure the headlights beams where correctly aligned and verified the lights were operating as designed. He also had the foreman drive the vehicle home overnight and he also confirmed the lights are operating properly and the vehicle was returned to him.

Review: On Sep 12 2014, I purchased a 2015 BMW X5 with VIN [redacted] from a BMW dealership "Wild World BMW". The sales **nager [redacted] and sales**n [redacted] both promised to send me a set of **tching all-weather floor**t as part of the deal. However, after we pickup the vehicle and asked them about the floor**t, they said I must first give them all highest 10-point ratings in the customer satifactory survey sent by BMW, then they would sent me the floor**t. But BMW head office never sent us the survey, thus Wild World BMW never sent us the floor**t even though they promised during the transaction.Desired Settlement: BMW North America should either honor Wild World BMW's promose to send us the all-weather floor**t, or to send us the customer satifactory survey that we never received.

Business

Response:

Touching base, BMW NA is still in communication with Mr. **i and working to resolve his concerns with Wide World BMW. BMW NA has registered a complaint on his behalf against Wide World BMW regarding the floor **ts and his recent sales experience. We have addressed his complaint regarding not receiving the floor **ts and being pressured by the Sales Advisor to provide perfect scores on the customer survey to get the floor **ts with Wide World BMW **nagement to avoid this level of service occurring in the future. Mr. **i is now seeking the dealer to **il him the floor **ts via FedEx with required signature. I am currently awaiting a response from **nagement at the dealership regarding his request. I will inform you of the outcome once available. Thank you. Kind regards,

Review: I own a 2011 [redacted] M3 still under dealer CPO & Maintenance program. I had a failure of my rear window shade and took the vehicle into an authorized dealer for warranty repair. I was told by the dealer that the part was not covered under BMW's CPO program. I made an inquiry into BMW North America for an explanation and resolution to this issue. As was explained to me, the electric motor that runs the window shade is covered under the CPO program but not the assembly as its a known weak / wear point so its not covered. My complaint is if a part is known to be a weak point why was it not fixed by design and why is a car company knowingly not covering parts that are known issues caused by bad engineering? This is an unacceptable warranty practice to only cover parts that they deem are "good" and "will not fail".Desired Settlement: I was only offered a 50% discount off part pricing. I feel this is unacceptable due to age of the vehicle and the fact this part was broken due to poor design and not because of excessive use or user damage. BMW should stand behind the products and services it sells and correct this issue.

Business

Response:

I spoke with the customer Mr. [redacted] and explained the reason why the dealer did not cover the window shade motor repair is that unfortunately our limited CPO warranty does not cover this part. The dealer offered to pay for half of the part as a goodwill gesture. Mr. [redacted] acknowledged the situation and decided to trade the vehicle in for a different BMW. Mr. [redacted] had no further concerns

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.

Regards,

Review: In December of last year. I purchased a certified pre-owned 2011 BMW 328I from [redacted] BMW of [redacted]. The car ever since the day I have had it has had a leaking valve cover gasket. This repair has been attempted three times and the issue is still not resolved. I have talked with BMW North America, [redacted] BMW, and BMW Financial Services. I have not gotten anywhere with anyone concerning the issue. BMW North America states they WILL NOT do a buyback of the car. [redacted] just wants to sell you another one, and BMW Financial Services just wants their payment every month no matter what the situation is with the car. I have tried in good faith to do something about this issue with all parties involved, and I have not been able to make any headway with any of the parties mentioned. I am aware of the lemon laws, but BMW does not seem to care. I have stopped making the payments on the car, because I am not going to pay for a car that they cannot seem to repair even under warranty. I even tried to buy another car from BMW, and never heard anything from anyone after I applied. The VIN is #[redacted]. I am very disappointed in the way this whole deal has gone down, and I am going to seek legal advice. They have also reported to my credit reports the late payments for the car.Desired Settlement: All I wanted was another car or for them to repair this one. They have tried and failed three times to repair the same problem with no resolution in sight. So, the resolution I am seeking is another car. I want BMW to do what is called a "trade assist" or "buyback" of the car, and put me in another car without all the usual drama involved in such a transaction, but they seem even unwilling to do anything. All I hear is take it to a dealer, go see the dealer etc. Otherwise they can have the car, and everyone will lose. If something is not done to my satisfaction, then that is exactly what will happen, and I will be hiring a attorney to collect the funds I have in this "lemon car"

Business

Response:

Spoke with customer and asked what current issue is. Customer refused to discuss and hung up the phone. BMW NA is closing the Customer Relations file

Consumer

Response:

That response is a lie. All they say is take it back to the dealer. How many times am I suppose to so that for the same problem? Those people have stonewalled me now going on six months. They refuse to acknowledge that this car is a lemon, and cannot repair it. They refuse to put me in another car, or help in any way.

Review: On January 01, 2013, my car was not driving correctly & shut down. Towed to [redacted] BMW in [redacted]. The car was picked up on 01/03 /13 & was only driven home in [redacted]. Fuel pump died while in shop-replaced the faulty in-take fuel pump module and removed bad gas from tank and put 5 gallons of fresh fuel in and runs good now. The total cost accrued to me was ($1819.99). The car was driven again January 04, 2013 for work, not even 24 hours later. That evening, January 04, 2013 @ 1950, the car shut down again. On January 07, 2013, I was notified that the car was ready and picked it up. Pin tested and found a power supply to the DME engine electronics computer missing. Upon further diagnosis found a faulty main engine relay causing the loss of power to the DME-Replaced the faulty main relay as needed and ok now. The total cost accrued to me was ($192.08). I left town on January 10- 24, 2013 for a family emergency and the car had not been driven until return. After returning, on January 26, 2013 @ 2030 the car shut down again and towed back to you ([redacted], BMW). On January 28, 2013 I was notified that my car was ready to be picked up. My car shut down again within a couple of hours. On February 05 , 2013 my car was towed in to BMW [redacted] due to the car driving rough and stalling while driving. I had to rent a rental car for every day that my car was in BMW automotive shop so that I would have transportation to get to work. Now this technician is telling me that the problem is with my transmission. I discovered my gas tank is busted. I just had it replace by [redacted] BMW in [redacted], ** on 1 May 2012, and fuel repairs by [redacted] BMW on four different occasions.Desired Settlement: to be made whole

Business

Response:

To whom it may concern:

BMW NA is currently researching this concern.

Thank you.

Donna Russo

Executive Customer Care, BMW NA

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not receive a response.

Regards,

Business

Response:

To whom it may concern:

BMW of North America will not be able to determine if any assistance can be provided until the vehicle is brought to an authorized BMW center for a proper diagnosis. Please contact me if you have any questions.

Consumer

Response:

I am rejecting this response because: This vehicle in question cannot be driven due to gas leak. I do not have anymore towing money.

Review: my issue started last year around march. Due to financial hardship I started falling behind on my car payments with BMW Financial Services. I was in contact with them at all times. I called customer service to find out if they offer deferment on the loan and I was told that yes but I needed to make one payment before I qualify for 2 deferment payments. So after I made that payment I called and they set up deferment for May and June payments. About 2 weeks later I received my statement showing $0.00 due. Then I received another statement for July payment, I paid right away. By the time August statement arrived I started getting collection calls. When I asked why I was getting the calls they told me that I was behind 1 month. I told them that it is not correct they told me that I was due for July. So I asked to speak with the manager but they refused to put me through and they hung up the phone on me. I called back and asked to speak with the manager but they transferred me to a senior specialist. I asked the senior specialist to transfer me to a manger but he told me that he is the last person to talk to and that he told me that I owe for July month. A week later I received another statement and it showed that I owed for July so I called and asked to speak with the person that approved me for deferment. Spoke with her and she told me that the accounting department made a mistake and applied someone else payment to my account and 2 months later they realized that they messed up so they took the funds from my account. I asked to speak with higher management the decline my request and told me to write a letter. So I did but no one called me, called again refusal of transfer or phone numbers to the management. Wrote another letter and again no calls or letters. So they transfer my account to an attorney to collect hen I was in contact with them. I wrote a letter to the CEO a week ago and still no replies. Due to all this I have been stressed, lost sleep and seeing a psychiatrist. Thank you.Desired Settlement: I would like a phone call from the CEO or assistant as I am being threatened to lose my car and my credit is messed up because of their mistake. So I would like to be awarded by them paying for 1 month and withdraw my account from the attorney and bring my account to current status and report to all credit companies.

Review: I purchased a vehicle via private party that included an extended warranty and maintenance. I had contacted the company in the past to see if the names would/could be changed on the warranty, but was repeatedly reassured that the car was covered. Additionally, when I was living in Nevada, they were able to honor this coverage and serviced my vehicle as covered under BMW North America without incident. I have since relocated to California, and when the dealership contacted BMW North America to honor a claim, the individual listed below insisted that it will not be honored because we did not switch the names. To make customer service issues worse, this particular individual refused to let me me speak with any higher management, or any other individual. This makes me additionally concerned as his response is different from anyone else I have spoken to. The individual I spoke with is named [redacted] and his extension (at the main line ###-###-####) is extension 8887. My vehicle is currently located at McKenna BMW ([redacted]; ###-###-####). The dealership issued me a rental car, which I also expressed concern to [redacted] about because his response time was several days, but he explicitly told me "not to worry" about the rental car.Desired Settlement: My first choice is simply to have the coverage continue and process this claim, as it has without issue this past year. If for some reason they are still unable to, then the previous owner whom I still have contact with should be able to have this vehicle claim processed since [redacted] claims it is still under his name. If the company still justifies not covering the vehicle for whatever reason, then the previous owner, per the contract agreement, is entitled to a prorated refund from when he sold the vehicle and most certainly plans to pursue it.

Business

Response:

The current owner spoke with BMWFS representatives on 12/9/2013 and was advised that the original owner has 30 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. [redacted]’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,

Consumer

Response:

The issue in regards to the Extended Service Contract (ESC) and approval of a warranty request is now resolved. My Service Advisor (SA) at the local dealership notified me that another representative at BMW NA was able to transfer the ESC to my name. Repairs on the car have now been authorized and the vehicle is going to be dropped off in the morning for service. I thank my SA for doing this.

Review: I leased 2014 BMW X6 VIN # [redacted]1 on November 13th. From the beginning vehicle missing manuals and as of now nobody send it to me, I contacted them 4-5 times about it, they ignore me. Then 3 weeks later I got knocking noise when I start vehicle, at the same day I drop off vehicle on service Hassle BMW, after 4-5 hours of waiting, they told me that they need more time to find the issue. Next day I left vehicle on service department for 2 days, after 2 days they contact me and sad that vehicle has issue with all wheel drive unite and the will exchange it for new one. After 4 days of waiting they contact me again and sad that I need to bring vehicle to service again cause BMW engineers need to check it (I have no idea what they did before, when they sad that issue with all wheel drive unite). I bring vehicle back to serve and they sad that it takes 1-2 days. To days later nothing was did. I try to contact Customer relation department, they do not want to help me every time they submitted request to give me new vehicle and every time it takes 3-5 days. Also when the vehicle was send time on service they do extra 50 miles on it, but on papers no information about extra miles (vehicle in 394 miles / vehicle out 394 miles), it look like they use vehicle for they on purpose. By the end I keep paying for lease and its always on service.Desired Settlement: I do not want to deal with BMW any more, I want cancel deal and get my money back, cause they can not provide service and can not give me new car.

Business

Response:

BMW NA and [redacted] BMW agreed to replace the vehicle with a new 2014 BMW X6, VIN: [redacted]. Customer's key case from previous vehicle was returned by [redacted] BMW via U.S. Postal Service.

Review: I purchased a Certified 2014 [redacted] 750Li xDrive about 6 weeks ago. Last week some residue was present on my navigation screen. Per the owners manual, a antistatic microfiber cloth was used to clean the screen without applying excessive pressure. Apparently this screen has an anti-glare coating which was partially rubbed off on a small portion of the screen. I took the vehicle to [redacted] in [redacted], WI on Saturday August, 15th. The Service Advisor [redacted] told me this was not a warranty item and I would need to pay $3,333.50 to have the screen replaced because the warranty does not cover "physical damage".Desired Settlement: I would simply like the navigation screen repaired or replaced. The Owner's Manual instructions were followed exactly as instructed. There are also many similar complaints online (although I can't speak to "how" other owner's screens were damaged). If the screen is so delicate, instructions should specifically state not to touch the screen, to seek cleaning from a [redacted] dealer, or BMW should cover the screen with a piece of glass so that it cannot be touched.

Business

Response:

BMW of North America LLC has received the complaint regarding Mr. [redacted] navigation screen. Customer was requesting a replacement or repaired navigation screen. BMW of North America LLC will cover 85% payment towards the total parts and labor costs for the repair of the Navigation Screen, performed at an authorized BMW center as a one-time goodwill gesture. Mr. [redacted] has been notified and has accepted our offer as of 9/1/15. If you have any questions or concerns, please call me at ###-###-####, Monday through Friday from 8:30 a.m. to 4:30 p.m. Eastern Time.

Review: BMW continues to submit entries to the Credit Bureau on my account be past due, although, I traded my BMW to Nissan on July 28, 2014.

I traded a BMW vehicle to Nissan on July 28, 2014 and Nissan forwarded a check for payment of balance for traded vehicle to BMW credit department. I received a notice from BMW in August that they had not received payment on my BMW account. I subsequently,contacted Nissan and they advised that a check for payoff was shipped to BMW on August 10, and that they had received cancelled check from their Bank. Nissan supplied me with copies of transactions to which, I forwarded to the credit department of BMW for verification. They advised that they would correct the matter, however, they continue to report past due on account to Credit Bureaus. I believe that BMW is inaccurately and maliciously making false entries to the Credit Bureau in this matter and I would like for them to correct the error.Desired Settlement: Correct their accounting errors and delete the erroneous reports to the Credit Bureaus.

Business

Response:

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

Consumer

Response:

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 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.

Review: Hi,I had BMW 435i convertible, and the anti roll-bar sensor malfunction, and it needs to replace, when they replaced, they must remove the convertible top down, after they put them back , I discover that there is a weird sound when driving, I bring back and they said that is normal, at the mean time, I went to the other dealer to test on identical model, I didn't hear any weird sound on that car, I also discover that my rear suspension is very stiff compare to the one I test on, there are 2 more problems too, the SOS call is malfunction, but they taken care that, and another problem is for the back seat, it's loosing, it flip down at any time when driving, and they didn't fix yet, because I'm tire of bring in and out many time, I just got the car in two months but in the shop for repair more then a month, I think I had a lemon car, so I called the manufacture, they told me to bring back to the dealer for checking, and I did bring back, but they still told me that, the suspension is normal, the car sound is normal, but it's not, so I call the manufacture again for refund or replace the different car, but they had to say no, what can I do now, now I'm suffering......please helpthank youDesired Settlement: please help for replacement, my car was a lemon, 4 problem found in two mouths but repair still not satisfy

Business

Response:

Mr. [redacted] had a few concerns with his 2015 BMW 435i. The 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.

Consumer

Response:

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

Review: My name is [redacted] and I own of a Certified Pre-owned BMW X3 Vin Number 5UXWX5C57CL722836. I brought my wife this car after doing extensive research over an Audi because BMW's certified pre-owned warranty and inspection standards are supposed to be second to none. We purchased the car in February of 2014 and have loved the car and have taken it for regular maintenance. Recently while driving the car a passenger restraint airbag error popped up on the dashboard. I dropped it off at my local BMW dealer located in Freehold, NJ [redacted] and to my surprise it was not a pleasant experience. My handler Tony called us to advised that the only time such a error would come up is if the car was in a accident and I would have to pay $150 for a diagnostic fee and $587.70 to get it fixed because it wasn't covered under warranty. I explained that I purchased CPO to avoid problems and by BMW standards and inspections no car should be used certified if it had ever been in a accident. Tony then went on to blame the dealer which I purchased it from stating he was not sure what inspections they do but if I have a problem I have to take it back to them and maybe they will cover it but he is sure that the car was in a accident because that is the only time that error would come up. I purchased car at Prestige BMW of Ramsey, NJ in February of 2014 and not a year later after BMW assured me that my car had never been in any accidents and that my car was inspected tooth and nail to ensure I received a quality product that I am now being told sorry maybe they was an a accident by the previous owner who paid in cash and it's not on the car fax but either way it's not our fault BMW wont' fix it under warranty and I'm on my own. I explained to the representative Tony at BMW of Freehold that the point of the program was that I should be able to take it to any BMW dealer which my local dealer is in Freehold, NJ not drive 1 hour away to get this fixed.Desired Settlement: Tony then again went on to blame my dealer of purchase stating that it's not Freehold's problem because I didn't purchase it there and there is nothing that they can do but charge me. I am so frustrated and feel like I am getting put through the ringer for something that should be covered. I purchased CPO because we wanted the assurance of a good car without the worries and hassle that come with off brand dealers. But, here I am a year later having the exact problem that I didn't want to deal with. If someone can contact me or my husband to get this rectified I would greatly appreciate it. In the end it's not about the money because if it was something I did, no big deal I would pay and be done with it but I feel like I'm being punished and given poor service because as the representative at BMW of Freehold states BMW has individual dealers and standards are different. Resolution: would be covering it under warranty as it should be as part of my CPO agreement.

Business

Response:

Prestige BMW was able to inspect the vehicle and replaced the pins on the right front crash sensor to resolve the customer's concern with the passenger restraint airbag error light. The repair was covered under warranty.

Review: I purchased a 2004 BMW 645ci years ago. In the last three months I have spent over $2,000.00 trying to fix an ongoing and still unresolved issue. My car will stall out while driving the car. At times did not start back up. took about 10-15 minutes. The vehicle will also go into limp mode and all the lights came on. With my 6 year old and 2 year old in my car, this is a huge concern. Which is why my car is at Schomp BMW in [redacted] Over 7 visits for the same issue. The issue is unresolved. I found a recall Campaign 04V344000 that has the same symptoms my car is having. I called BMW and they said my VIN didn't have this specific recall attached to it BUT it is a recall for the exact same year make and model??? I am blown away. THIS ISSUE exists, AND MY CAR IS HAVING IT. but they refused to help further. I have a lemon, I have spent thousands, I need this resolved. With only 140K miles on a machine like the BMW, I shouldn't be experiencing computer issues. I need a resolution asap.Desired Settlement: Fix my car. That's all I want. I don't want money or attorney. I just want my car running as it was 4 months ago. This recall applies because of the symptoms. I am not throwing thousands more.

Business

Response:

I am contacting you in regards to the Revdex.com case for the customer stated above. Our service history does not show any repairs on this vehicle since 2013. Also our database shows that the customer bought the vehicle on 8/6/2015. Can your client please provide service records from the dealership as well as a copy of the sales contract.

Review: I purchased a 2009 BMW 750i from Leith BMW in July 2012. Since then Car has been giving me technical issues like different Malfunction signs, Engine Misefiring signs, It start shaking and vibrating, sometimes wouldn't go more than 10mph. I take it to local dealers like Performance BMW Chapel Hill, NC and they keep it for a month and give it back to me. A couple of days later I get the same issues again. I called BMW North America and spoke with multiple people but they all transfer me to one guy named [redacted] who once spoke with me and never calls back after that. I asked him to replace the care because it's very dangerous to drive with 2 little kids and is not reliable at all. at first he aggresively said "we're not removing you from this car" but when dealership saw that I keep coming there with the same issues they talked with [redacted] and he agreed to trade the car only if I pay for everything, means I have to get a new loan, I have to pay the negative equity, I have to do everything. They're not acknowledging that the car can't be fixed and should be replaced with something similar instead he's acting like he's doing me a favor. Like I said before he never calls me back and doesn't talk to me after 1 two minute call. I'm sick and tired of calling corporate office. This car isn't reliable, engine keeps firing and my 2 little kids ride with me but BMW doesn't careDesired Settlement: I want them to replace the car at their cost since it's not my fault if the car is malfunctioning. I have warranty until 2015. Local dealership is exhausted and tired of fixing it but at this point they can't figure out.

I want BMW to fix this car or I will get an attorney and file a lawsuit against them

Business

Response:

BMW of North America, LLC has recieved case # [redacted] regarding Mr. [redacted]. We are currently investigating and will be in contact with the customer.

Thank you.

Kind regards,

Review: I purchased a new 2011 BMW GS 1200 motorcycle, which has burned excessive oil since purchase. The dealer and BMW of North America state that it is normal for the bike to burn up to 1 quart of oil every 600 miles (this is a lot of oil). I've spoken to a couple mechanics that state this may be normal for an old run down car with over 100,000 miles, but not a brand new BMW motorcycle. They suggest the valves must not be operating correctly. Also, not every bike burns the oil and BMW/the dealer never pre-warned me the bike would burn this much oil before the sale.

More recently the bike has a false neutral between 5th & 6th gear. About 1 month ago it popped out of 6th gear at 70 mph in front of a car almost causing an accident. The dealer states they could not replicate the issue so they cannot fix it. This is a big safety issue on a $20,000 motorcycle. Forums online discuss both problems so they are known issues to BMW of North America. The dealer tells me they need approval from BMW NA and BMW NA suggests the dealer needs to resolve. I believe this to be a BMW of NA issue and they should stand behind their reputation and product. The bike is under a 3 year / 36k warranty and I'd like to get the issues resolved before the warranty expires.Desired Settlement: I would prefer they repair the two issues with my motorcycle. Second option would be to buy the motorcycle back near purchase price.

Review: On or around 8/30/15 I contacted Thompson BMW in Doylestown, PA, because I had a message come up on the dash board saying "Battery Discharging while stopped" and "Increased battery discharge". I was told to bring the vehicle in on 8/31/15, and a diagnostic was ran. I was contacted by [redacted] who stated that the diagnostic showed the battery needed to be replaced and the driver door module, which is the center for the lock controls in the vehicle, needs to be replaced because it is not working properly. The work has a warranty for a year and the parts have a warranty for 24 months. I agreed for the charges and the work. On 9/8/15 I picked up the vehicle after it was completed, I drove off the dealership lot and the same message popped. I turned back around and took it to the dealership, the mechanic stated that they forgot to erase one of the "clean codes" and for me to wait and the car will be fixed within 10-15 minutes. On or about 10/20/15 I began seeing the same error message popping up on the dash board intermittently. On 11/11/15 in evening I dropped the car off to be diagnosed, I was told it would take 10 min while they reset the software, I was then told they needed to keep the car for another day. On 11/12/15 I got a call from [redacted] saying that it is a similar problem, but now the driver rear door module needs to be replaced. I do not fully believe that I am being told the truth about the issue. I feel that the work done in September was not done correctly and now for them not to work on the problem under warranty and admit fault they are saying it is a different door module. I called BMWUSA Customer Relations on 11/13/15, spoke to [redacted] number [redacted]. He said they could not help me and I had to take it up with my dealership.Desired Settlement: I would like for BMWUSA to fix my vehicle, I do not want to pay twice for the same issue. And I want to have the ability to have a second diagnostic done, free, at a dealership of my choice to confirm the issue. I am a Licensed Used Car Dealer, and I asked multiple BMW authorized mechanics who stated that one module going bad after another is rarely heard off, and that there could be a problem with the electronics. I have full records of the vehicle, before I bought it, and this vehicles Warranty only expired in June 2015. The vehicle had maintenance only on BMW Dealerships so there is not documentation of any problems with the vehicle.

I purchased a 2008 BMW 535i last year. Sine then, I have spent thousands of dollars on repairs for this car. It is currently at a shop (not BMW) as I need to have all (6) of the injectors replaced. The car currently has one bad injector but BMW being BMW decided to manufacturer a new injector for this car, hence now you need to replace all 6. There was also a recall on them but they tell me that my car is not affected. If you are making a new injector for these cars, how can mine not be affected. I did call them and they said there is nothing they will do. I think the entire image of BMW has been going down hill for some time now, and I know that I will never purchase another one. It is kind of sad that a 60K car has so many problems Had I purchased a KIA or Hyundai, I am sure I would not have had so many problems. If you are in the market for a BMW, hopefully you reached this site first and you will reconsider as the car will cost you more to fix and maintain than it is worth.

Review: My problem/complaint is with the extended warranty that is offered by BMW. I purchased the warranty in 2012 and everytime I try to use it, it seems to be a problem. There 1st time I used it, it took me coming 8 times and two different dealerships to eventually have a break censor replace. The particular incident that I have a problem with is the night of 04/19/15 my car ran hot. I had to call BMW roadside assitance. I had to be towed to a dealership to have the car looked at. It was found that the WATER PUMP needed to be replaced, which is covered. Now the problem is that I was told that night on the phone with the roadside asst rep that I had to go to the dealship thta was within 50miles for them to cover it. I was also advised that they would pay for the taxi to either a room or a rental car. I did a taxi to a hotel room to stay overnight. I sent in the two bills for reimbursement and the claim was denied. The letter stated that tire and battery related issues don't qualify. It was neither, it was my waterpump. When I spoke to someone in customer relations they advise they would list to call to see what what promised. She came back and said the rep stated that reimbursement would be CONSIDERED. I advised either it covered or it isn't. When people call in distress because they are on the side of the road at night on the hightway and cars and trucks flying by, you can't decipher what is and isn't. That's why you depend on a trained representative of the company to tell you. If you tell me, I have to work with a dealership that is within 50 miles for them to cover expenses and I go to that dealship, you can say after the fact you were suppose to be over 100 miles away from your home as well. That is very confusing, and if that is the case, the rep should have known all the rules. So now I'm left with the expenses that should have been covered by my warranty. They did send a check for $100 after I complained but the claim was for $203. I should get the full amount.Desired Settlement: I would like to be reimbursed for the expenses related to the roadside assistant claim of a total $203. I would also like the information sent to me of what is included with the $8000 extended warranty I bougt.

Business

Response:

BMW Roadside Assistance will only cover hotel expense if vehicle is disabled 100 miles or more from customer's primary residence. This incident occured less than the required distance. BMW NA Roadside reimbursed customer $100.00 as a goodwill gesture for her inconvenience. Customer was directed to our BMW USA website to review a PDF file of the BMW Platinum Extended Service Protection that she purchased.

Consumer

Response:

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 appreciate the time and effort for the research on Liz's part. She provided great customer service.

Regards,

Review: I purchased a 2012 BMW 528i on May 18th, 2015 from BMW of Freeport. After 2 weeks of ownership on June 1st, my father was driving the vehicle. While driving on Deer Park ave, a rainy day around 2 pm he approached and stopped at a red light. A thought arose in his mind to make a left however, as quickly he stepped on the brakes. When suddenly the air bags deployed, on the drivers side, knees and steering wheel. From the shock he believed he was in an accident. Nonetheless, as the light turned green the car sitting in front continued on. When the help arrived he stepped out the car and proceeded to get checked by the Ems. As things calmed down, him and the officers went to the front of the car to check damages. To their shock no noticeable damage appeared not even a scratch. In addition, a nearby worker witness the whole thing occur. He mentioned that my father didn't actually hit anyone. BMW said they will have to investigate the ordeal. We had no issue with that. Mike , not sure what his role was in this process, was very nice when he made the first call. However, as we tried to get in touch with him he kept rejecting our calls. When he finally answered he told my father not to call him again in a very rude manner. Ever since it has been a hassle to get a clear answer with what is going on with the car. The car has been sitting at Bmw Freeport for a month now. I have been in contact with Mark in charge of the case, Kevin [redacted] and Daniel the preown manager. However, these people are hard people to get an answer from. We haven't received any calls, we have been the ones to try to get in contact and call them frequently. With no result, it has become harder to get information. They know or should know by now we have no fault in this. We feel discriminated, while paying for BMW I was given a Honda civic to drive, instead of a car of the same value.Desired Settlement: We have cooperated and been very patient. We desire for them to get to the bottom of this and take care of us in a professional manner. We initially expected receiving a car of the same value. However, after a month of no result, and the hassle that we have suffered. We believe Bmw can fairly compensate us with a newer model, when the time finally arrives. Yet as we pay monthly for a Bmw 5 series, we should be driving one until matters are resolved. Also we should be treated as the normal customer that we are.

Business

Response:

this email is in response to the airbag deployment complaint with the above-referenced case. BMW Product Analysis conducted an inspection of the vehicle at BMW of FREEPORT on July 28, 2015. We observed visual contact markings to the front bumper area. Both boxed extensions displayed slight inward deformation where the extension surrounded the carrier. It appears that the impulse from the impact was deciphered by the airbag system as sufficient to warrant a deployment. The review concluded no defects or malfunctions, early deployment. I have informed Mr. [redacted] of these results and that BMW will cover the cost of the airbag related repairs. The case is pending his return of the signed release.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The adaptive bi-Xenon driver side headlight on my 2004 BMW 325Ci started flickering. After removing the headlights from the vehicle to determine the cause, it turned out that the insulation around the internal wiring of the headlights had become brittle and was causing short-circuits. It appears that ALL wiring insulation inside the headlight is affected by this which is a serious safety issue as it can cause headlight failure and electrical fires.

Research on online BMW forums reveals that this is a common problem in different models made by BMW.Desired Settlement: Replacement of the drivers side headlight free of charge.

Business

Response:

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 problem. This incidentally was the 1st case he's ever seen with this issue which includes customer's 2004 325ci with 105,000 miles on the odometer. Based on available information, customer request for assistance was denied and customer was advised of this decision.

Consumer

Response:

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 .