BMW Of North America LLC., Customer Relations Dept.

We have declined the above customer’s demand that the lease agreement be considered null and void. We have also declined his request to be refunded $25,701. The above customer  was ontacted previously on 7-20-16 advising we have no way of knowing when the minor damage to the vehicle occurred....

Our position remains unchanged.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am very happy with the response from the Executive Offices at BMW North America.  [redacted] contacted me immediately and resolved the issue remarkably quickly.  Her goodwill gesture was kind and also very much appreciated.  Thank you!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there is no resolution stated in the response.
Regards,
[redacted]

Attempted to communicate with customer regarding his concerns with BMW Connected Drive. Customer was not satisfied with time frame of reply and did not request further assistance.

Please be advised we have reached an amicable goodwill resolution with the above customer. He also agreed to contact your office to confirm same.

Tell us why here...
Our Field Manager spoke directly with Mr. [redacted] days ago and is working with him to resolve his issues. I understand from our Field Manager that Mr. [redacted] is scheduled to call our Field Manager back on January 4th, 2016.  Our Field Manager offered to have a vehicle delivered to Mr. [redacted] and have his car picked up so he doesn't need to travel to the dealership.  
[redacted]

The business response is acknowledged but is not agreed upon until a further update and resolution is provided by the business closing out this specific issue.

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.

Ms. [redacted] account was credited for (1) month payment. Her other concerns can be address with an estimation of the damage that was completed.  Please see correspondence below.    From: [redacted] Sent: Thursday, August 04, 2016 4:43 PM To: [redacted] Subject: Correspondence up from BMW North America, LLC   Dear Ms. [redacted]2006 BMW 550i, VIN:  [redacted]   This email will confirm our conversation on August 4, 2016. At that time, you discussed that during the time of repossession there was damage made to one of the door handles on the above-referenced vehicle, and damage to some of your personal items as well.   After an estimate is completed by an authorized BMW center,  please mail a copy of the estimate along with an itemized list of your personal belongings and their costs to:   Mail:       BMW Financial Services               Attn: Written Correspondence Team               [redacted]               [redacted] If you have any additional questions, I can be reached directly at ###-###-####.   Thank you for choosing BMW.   Kind regards, Veronica   --------------------------------------------------------- BMW of North America, LLC [redacted] Executive Customer Care Customer Relations and Services [redacted]   Tel:      [redacted] Fax:     [redacted] E-mail: [redacted] Web:    [redacted]   [redacted]   Tell us why here...

I am rejecting this response because:
The damage is clearly from normal use of the vehicle and is present in multiple locations. I expected much better workmanship from BMW and even more disappointing is their refusal to stand behind their products.

The above customer has been provided with alternate transportation until the Takata Air Bag part that’s been ordered can be installed in her vehicle. She is satisfied at this time and will be notified when the part becomes available.

We are reviewing the above customer’s complaint. The customer has no idea how the crack appeared in his windshield, but is attributing it to a “stress crack”. The claim was declined previously by our market team. However he claims he has written documentation from a windshield expert supporting his...

claim. We have requested he supply us with the documentation from the 3rd party for further review.  He stated he is quite busy and will try to get it to me within the next week to week and a half.

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  .

To Whom it May concern:We've received and are reviewing the customer's request for re-imbursement. We'll require 10 business days to fully review this matter. Please anticipate a final response by then.Kind regards,[redacted]

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please put down [redacted] as the name on the check and in the mailing address.
Regards,
**  [redacted]

Good afternoon Ms. [redacted],Thank you for contacting BMW North America, LLC. And sharing your recent service experience at Valley BMW.On behalf of BMW of North America, LLC, please accept my apology for the misunderstanding that occurred during your visit. Your comments are valuable, as they provide an opportunity to improve the level of service our BMW customers expect and deserve. Please be assured that your concerns have been shared with the management at Valley BMW help avoid a similar situation in the future.There was a small step that was missed during your visit to the center in November, which has since been rectified. Valley has since contacted Ms. [redacted] directly to complete the final necessary step. Please note that though there is a delay on the $200 Gift Card, you will receive it.Thank you for your patience. If you need additional assistance in the interim, I can be reached at ###-###-####.Kind regards,[redacted]  ---------------------------------------------------------BMW of North America, LLC[redacted]Executive Customer CareCustomer Relations and Services[redacted]Westwood, NJ 07675-1227 Tel:      [redacted]Fax:     [redacted]E-mail: [redacted]Web:    [redacted]

We have researched this matter further. Mr. Sanchez purchased he vehicle from an independent dealer approximately June of 2014. The vehicle is currently outside of the manufacturer’s standard new car warranty. In addition, he had after-market parts installed on the vehicle. We are...

therefore declining any request to repurchase the vehicle. As 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 center. This would be the extent of goodwill we can offer this customer. Please note your case files accordingly. If 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 repairs. I will consider this matter closed at this point.Thank you…. Kind regards,

[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.]
Revdex.com:
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,
[redacted]

The request for Mr. & Mrs. Mcgrath's 2012 BMW X5 was reviewed by the executive team. They requested coverage of an engine related repair, and BMW of North America is able to assist by covering 50% of the cost as estimated by BMW of Mount Laurel.