BMW Of North America LLC., Customer Relations Dept.

BMW of North America has agreed to provide a refund of $1,356.00 to resolve - reviewed with customer and he is happy with our resolution.

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. There 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 dealership. My vehicle sat at the dealership waiting for a decision by BMW NA to approve the warranty request. At the moment I am being held responsible for paying for $105 for the rental car, my SA absorbed the rest of the cost. I don't understand why I am being held responsible for costs incurred due to a prolonged decision process that was in BMW NA's court. Let's work on resolving this remaining issue.

Complaint: [redacted]
I am rejecting this response because:
Please reopen complaint to allow BMW na to respond. They offered only 1,000.00 and the estimate that they asked me to get is almost 4,000.00
Regards,
[redacted]

[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]

Complaint: [redacted]
I am rejecting this response because:BMW simply does not stand behind their products. Their faulty break system failed (ALL BREAKS)  in the first 12 thousand miles.I have never experienced this kind malfunction from any other vehicles I have had, and the response from BMW company is very disappointing.
Regards,
R[redacted]

I am rejecting this response because:
I have provided all necessary e-mails as requested, and the business responded to me that they received them, yet the latest Revdex.com response is that they have not received them.  The offer to meet with a technical representative does not solve anything and is strictly an attempt by BMW to make it appear that they have offered me something.  Taking this meeting would be my ninth trip to the dealer since I have owned this car totaling hundreds of accumulated miles on my lease, gas expenses, and lost personal time.  The servicing dealer has failed to document appropriately and take responsibility for their mistakes while also making numerous false claims against me as a customer.  The servicing dealer's documentation is so poor, that the BMW agent handling this Revdex.com claim can't even provide the correct original service date, which was 9/24/14.  Due to this poor documentation, they are stating that the damaged items were cosmetic and/or damage from road debris/my use of the car, but if they would carefully read the documentation I provided, they would see that all of the items that were worked on during the first service visit were factory defects.  These items were reported by me to the selling dealer within days of my purchase of the vehicle.  The BMW agent has told me multiple times that she is going to side with the BMW dealer and take anything that they say as truth despite my clear documentation that refutes everything they have said.  Unfortunately, she is not impartial and is not capable of rendering any sort of fair assessment of this case.  She fails to understand the difference between the initial service visit and all subsequent service visits and mistakes made by the servicing dealer.  One correct service visit does not cancel out the mistakes and damage from four other visits.  More so, she stated in a direct e-mail response to me, that regardless of the documentation I provided, they would not change their stance.  When you make it clear you're set on a decision before you review all the documentation, it's a lost cause.Litigation is the only logical next step despite my extreme desire to resolve this with BMW directly.
Regards,

I am rejecting this response...

because: I'm not confused with the warranty coverage but to validate the terms and conditions only to be given the wrong information and going in circles. The language appears to frame me being at fault which I know I double checked thus the multiple calls to BMWNA for further clarification.

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.

We have concluded our review of the Revdex.com complaint, case number: [redacted] and request for reimbursement of the faulty oil filter housing unit in the amount of $8,416.29.  Our original position remains unchanged.  Additionally, this vehicle came with a four year or 50,000 mile limited warranty against manufacturing defects in material or workmanship.  Since the vehicle warranty expired on by date 03/27/2012, the request for assistance cannot be considered. Thus, no financial assistance or reimbursement will be offered. Although we are closing our file on this matter. Should Mr. and Mrs. [redacted] have any further questions, our authorized BMW centers are always available to assist our customers. Kind regards,

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

BMW of North America, LLC (BMWNA) provided a subsitution of collateral into a new vehicle for the customer. The customer had specific requests as far as the color and options included in the vehicle. Therefore, the dealer was unable to find a vehicle in the current inventory that met the...

specifications of the customer. BMWNA offered to custom build a new vehicle to meet the customer's specifications advising her that this option required more time. Ms. [redacted] agreed to order a new vehicle and was told the expected date of delivery prior to BMWNA moving forward. The vehicle arrived at the dealership earlier than expected and the customer advised she is going to pick it up today, November 5, 2014. In addition, the service center agreed to reimburse the customer for the cost of the rental vehicle

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,

Ms. [redacted] contacted us with concerns about her warranty and related repairs. BMW NA took steps to reach out to the dealer, provide her information, and cover the cost of her repairs

Complaint: [redacted]
I am rejecting this response because:
The light switch was in auto, regardless, the lights NEVER stay on with car switched off. The dealer...

claimed that "parking lights" were left on.  At first dealer tried to demonstrate that parking lights were left on in the car receiving bay, after several tries, every time the car was switched off the lights went off.  The dealer said that its because we are inside the darker bay, I told them we must go outside and show me.  We went outside in the daylight and the dealer tried to prove the lights on theory and again failed.  The dealer completely failed to demonstrate how the lights could stay on with car switched off. Even today, the lights cannot stay on when the car is switched off.  BMW and its dealership are unable to properly diagnose the car nor provide explanation for the battery drain hence the car may drain battery again at anytime due to improper diagnosis.  BMW and its affiliate are expecting me to accept unexplained battery drain which is completely unacceptable, I categorically REJECT this response.
Regards,
[redacted]

I am rejecting this response because: you obviously did not read...

or understand what I wrote in my complaint. The issue is not whether or not I can drive the vehicle with these recalls. My car broke down on the freeway two times in the last four months and had to be towed. I am a 66-year-old woman and use  this vehicle for business. After these breakdowns I decided I could not drive this in reliable car anymore. I then found out that because of the recalls I am unable to sell the vehicle. It is sitting parked at my house, depreciating, and I am paying for insurance on it as well as a loan on my new vehicle  because I was unable to sell my BMW and use the Proceeds towards my new vehicle. There is only one solution. You need to buy my car back. With these two recalls on the vehicles Carfax record I am unable to sell it. This was verified by both the service manager at Bmw north Scottsdale and Chapman BMW.

The customer dealt directly with the dealer about  replacing the vehicle.  The customer agreed with the deal the dealer presented.  BMWNA offered $3,000.00 as goodwill which the customer also accepted.  The customer accepted the offer from the dealer therefore BMWNA will not...

offer any additonal assistance as the customer was not forced to accept the offer.

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.

Complaint: [redacted]
I am rejecting this response because:Bmw has provided a 1 time good faith payment after a sever roof failure with the car that nearly killed me at the time I was grateful to be alive and that issue was repaired and resolved as for the 2 payments by the dealer Bmw is forcing me to go forward with a new BMW car. As a consumer I should have the ability to decide if I freely would like to choose a new Bmw or any other car in the market that would fit my needs being forced to purchase another BMW. due to this experience and the approach by Bmw to resole this situation I am unlikely to keep my 10 year relationship with BMW.I owned the car since may of 2013 and have all service records for the car the car has been in service 12 times during my ownership period that is excessive by any standard. all these services were for malfunctions in performance with the car.the company claiming to make "the ultimate driving machine" has actually made the ultimate repair machine. this has regularly interrupted the enjoyment of my purchase.loss of time bringing the car into service and back the response is by no means satisfactory  Regards,
[redacted]

Your request for assistance has been escalated to me. I am in the process of obtaining the vehicle’s repair history which I will share with BMW NA’s Regional Management Team.  As soon as the Regional Team renders a decision on what action BMW NA may take, I will contact you.  Please...

note the process may take approximately 10 business days.In the meantime, please feel free to contact me should you have any questions.   I can be reached Monday through Friday at [redacted]

[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]