BMW Of North America LLC., Customer Relations Dept.

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: 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 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.

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 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.