BMW Of North America LLC., Customer Relations Dept.

Review: Regarding VIN#[redacted]

This vehicle was declared a total loss following an accident in November of 2014. The balance remaining on a service contract is due to me per the terms of the contract. I have written dozens of emails to the dealership ([redacted]/) and to BMW of North America. I want my reimbursement.Desired Settlement: I want my reimbursement.

Business

Response:

Good afternoon [redacted] I wanted to follow up on my earlier voice message to you. You are correct and you are entitled to the pro-rated refund. The paperwork is missing some information which is the reason for the delay. The insurance documentation does not reference the VIN or loss mileage which we require. Can you please contact your insurance company and request this so we can procced on our side. Kind regards,

Consumer

Response:

I sent all of that information several times to the dealer and to BMW North America. Still no resolution.

Business

Response:

Hi [redacted] As per my voicemail today, October 9, 2015, our dealer has sent the prorated refund check to oyu overnight with signature required. The tracking # [redacted] I apologize for the delays you have experienced thus far. . The check #[redacted] is for 1572.00 Kind regards,

Review: I am extremely frustrated and disappointed with BMW and its customer service. A little bit of history -My brand new 2007 BMW 335i car in the first year itself was 47 days in the shop where they had to replace the entire engine of my car due to some defect and other issues. I had mentioned to them that it was a lemon but they declined it.

My recent issue is with my back glass on my BMW which just imploded and turned into a spider web when I was driving less than 10 miles an hour on a busy street in dc. The weather conditions were normal. I called BMW and said this definitely happened without any impact and it seems the glass was defective and something caused it to evenly implode causing a spider web. It was a very frightening experience coz the pieces of glass could have come flying towards me and hit me and caused serious injuries. The only thing holding it in place was the tint I had on the back glass. I called Customer Relations and they told me to take to the BMW of Rockville and get it fixed once they inspect it. I was told by the Service Director we won't do anything about it coz "At some point BMW responsibility ends when it is out of warranty". That was a very harsh statement especially when I am not talking about my engine or a moving part but my back glass. The last time my fuel pump was not functioning and I went to them and they stated its out of warranty. Of course I paid out of pocket and they reimbursed as they had a huge recall and realized it could be dangerous!! My point is unless something happens to the client, I guess the responsibility just ends! Overall I am very disappointed! I went to Customer Relations back and mentioned that the BMW of Rockville did not fix and they waited for two weeks to let me know they won't do it!! I paid out of pocket, not having a car for over a week to get it fixed which was not my fault in the first place! I even have pictures to show how the glass had imploded but the customer relations didn't ask for it!!Desired Settlement: I would like to get reimbursed the $445 that I paid out of pocket to fix the back glass which was not my fault in the first place. I have the receipt that shows the expenses I had to incur on my own. The service director at BMW of Rockville and Customer relations acknowledged that the issue could be a defective glass as one of the reasons. With that being said and the pictures I have that should show that it is not my fault that the glass imploded in an even manner causing a spider web across the entire back glass. There was not a single point of impact to cause it!! I just feel I should not be responsible for this charges when it is not my fault at all and it happened on it's own without any impact at all.

Review: I purchase a 2011 535xi twin turbo Bmw with 29,911 miles on it, at about 38,500 I notice alot of jerkin.The car even jump when put into gear and it also hasitates at times.I've taken my car to 3 different dealers, and 1 dealer says they can't duplicate the problem, the others try to reprogram a slipping transmission. The 5th time I took it to [redacted] BMW of [redacted], and on January 30, 2015 at 12:26pm the service advisor told me I needed a new transmission.But they would have get authorization from BMW of North America, to change my transmission which they refused and told them to just reprogram it. still at this present time my transmission is acting up, BMW of North America know my Factory Warranty expires June 30, 2015 so basicly their trying to sham me stiff me which ever way you want to put it their doing me wrong.Like my father said this is a drop in the bucket to business like BMW what's the problem. all I want is my transmission replaced with a brand new one, and some type of compensation for the nightmare i've been through. One thing I know for sure after this BMW purchase I will never buy another one, payments of 635.99 a month the total cost with interest and taxes is 54,000 dollars. I think I have said enough for people to understand where i'm coming from.Desired Settlement: This situation should have never went this far,well what I want and deserve, is a new Transmission and at least 15,000 dollars in compensation moneys for all this NONSENSE. BMW of North America you guys are in the wrong and your company knows it, in the long run your going to end up only hurting BMW, and making things much easier for your competition.

Business

Response:

This customer has attorney representation. As such we will not be contacting Mr. [redacted] directly. We are working through his attorney towards resolution. He should direct any further questions regarding this matter to his attorney.

Review: Our brand new[redacted] X5 was manufactured and delivered with the wheel alignment, front and rear, badly out of design tolerances. In the first 5,000 miles on two separate sets of wheels and tires, one winter and the other OEM summer performance type, the tires were ruined and now need replacement. The local BMW dealer has verified the alignment was badly out of specification and has corrected it. BMW Customer Relations has admitted there was a problem, in that have offered to pay only 50% of the replacement of just one set of tires. Each set of tires should average 35-40,000 miles of normal wear. My wife and I only got 5,000 miles of use out of each set. Because BMW assembled our vehicle incorrectly, we are facing the premature purchase, mounting and balance of two sets of tires.Desired Settlement: Even using the low side for average tire wear, we were only able to use one seventh (5K/35K miles) of the normal life expectancy on each of two sets of tires. Said another way, my wife and I used 10K miles of the 70K we should have gotten from two sets of tires that are now worthless. We lost 60K miles of tire use clearly because of BMW's lack of quality control. This, again, has been verified by a BMW dealer. They have finally offered to pay only 50% for one set or in effect 17.5K miles (one half of 35K) of replacement use.

Because I have been jacked around for over three months trying to reason with their customer relations department (two different specialists) to only be offered an insult for my damages, I want both sets of tires replaced with mounting and balancing included.

Business

Response:

Response:

BMW will cover 50% of tires/mounting cost. Alignment is the customer's responsibility. As per the owner's manual, this is a maintanence item.

Sent on: 9/16/2014 3:43:54 PM

Sent by: [redacted]

Review: I contacted this company around 2.5 months ago regarding a service complaint. My car is no longer undo warranty; however, I purchased the extended warranty. In November of 2012, I purchased (2) Halogen bulbs and had them replaced at the BMW of [redacted] dealership (as my spouse was stationed at [redacted], ** and that was the closest service center). I paid for the bulbs and the service out of pocket. Upon moving the Florida after my spouse's retirement, I've noticed with the frequent rain that my driver's side headlight experiences a great deal of condensation. This has resulted in headlamp failure, as well as damage. The only reason for this would be the headlight covering was not placed appropriately after service. History can show that the region in which we lived in ** had very little rain, so this issue would have not arisen between 11/2012 and 2/2013 (which is when my spouse retired and we returned to the southeast.The reason for this complaint is because I've asked the local dealership several times to check the headlight covering. They've not once stated the coverage was not replaced correctly, but stating the headlamp is damaged. The covering has yet to be corrected. From what I've researched, the service received from a certified BMW Service Center is guaranteed, yet I'm still enduring this issue. Also, the Customer Relations from the entity for which I'm complaining made no attempt to resolve the issue nor did they try to contact via the information I provided. No phone calls, no emails. The only email I received was from two individuals stating they'd attempted to contact me. I have never received a call or email in between my emails to them...which has been quite a few. I am beyond upset with their quality of service and their lack of compassion for someone who is trying to resolve the issue without having to pay the astronomical fee for service, which should not come out of my pocket. If you have any questions, please contact me at anytime.Desired Settlement: Headlamp cover replaced properly. Damaged headlamp replaced. I have the report if you need indicating the damaged headlamp due to the condensation.