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BMW Of North America LLC., Customer Relations Dept.

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Reviews BMW Of North America LLC., Customer Relations Dept.

BMW Of North America LLC., Customer Relations Dept. Reviews (205)

Review: A BMW S1000RR motorcycle was purchased. This is an extremly balanced and well designed machine. Unfortunatly, it has an excessive pull to the right. This has caused me to be very uncomfortable with this spacific product. It is a Safty consern and would be a risk for me to ever take it off their property. I was able to take it back to the dealer in less than a week from purchase for diagnosis. I have had to leave it there for a total of 5 days so far and returned it within minutes for the 3rd time. They have done extensive tests and have been unsucessful in any full repair.Desired Settlement: BMW is requesting that it stay even longer for more testing. This would be fine on their own time. As of now it is on my time. I did not purchase this to sit around with a tech to be worked on. I am requesting that a full refund be given to allow then the time to wirk on the motorcycle without any safty concerns to me.

Thank You.

Business

Response:

These concerns were reviewed within BMW Motorrad. The conclusion is that there is no defect with the motorcycle; it is operating as designed. Accordingly, the motorcycle will not be repurchased. Mr. [redacted] has been advised and we are closing our file on this matter.

Review: I am the owner of a 2007 BMW 750LI. VIN# [redacted] . It was bought as a CPO vehicle with an extended warranty and service plan. Additionally, I added a third party warranty that covered everything from electronics to engine issues.Every recommended maintenance for this vehicle was done on time and exactly as recommended from its initial purchase by the first owner to now.In a few years time well in excess of $10,000 in repairs have been needed, almost exclusively due to poor product design. Several door handles have malfunctioned and needed replacing, both the front and rear iDrive controllers have required replacement. The car has had several different issues which prevented it from even starting, from electrical problems to door handle issues. Additionally, several doors have failed to latch causing them to pop back open when shutting them, or to be closed but unlatched as a major safety concern. Similarly the trunk had failed to latch and has popped back open.Approximately 2 years ago, the driver's side door handle was replaced due to issues with the car not starting. This repair was nearly $1,000 alone. Recently the car has again failed to start and the dealership indicated that it is the same door handle which was completely replaced just 2 years ago. I was advised that no coverage for this previous repair would be granted.I believe it is absolutely ridiculous to have another $1,000 repair for the same door handle that was replaced previously. That the car will not reliably start and clearly the replacement part was not effective for a reasonable period of time implies that there is a serious flaw in the door handle design itself. I am offended that after over $10,000 in covered repairs (by a third party), that BMW will not even back the performance of a key component that was so recently replaced and should be expected to last for tens of thousands of miles.I would like to request that the driver side door handle be replaced at no cost, as a courtesy by BMW.Desired Settlement: I would like the driver side door handle replaced by BMW as a courtesy. Given the recent replacement of this part, and its critical impact to our ability to even start the vehicle, I believe it is more than reasonable to expect that it should continue to function for more than 24 months. While I am just outside of the stated warranty for that part, I believe it is a very reasonable request, and that BMW should not profit from replacing the same expensive part twice in such a short period.

Business

Response:

BMWNA has approved the repair of the door handle as a onetime goodwill gesture. Jeff [redacted] at BMW of [redacted] will be contacting the customer to arrange the repair,

Review: I purchase a new 335xi from Perillo BMW on June 30, 2009. My original vehicle warranty was valid for 4 years and up to 50,000 miles from the original purchase date of June 30, 2009. The original warranty would have expired as of June 30, 2013 or at mile 50,000. On August 27, 2011, I purchased from Perillo BMW for $3875 an extended protection contract from BMW of North America, LLC. to extend my vehicle warranty for an additional 2 years and 50,000 miles. This contract extended the vehicle protection until June 30, 2015 and up to 100,000 miles. Perillo BMW explained that any unused portion of the contract would be refunded.

On August 1, 2013, I purchased a new BMW 528xi from [redacted] BMW and traded in the 2009 BMW 335xi. At the time of trade-in, the odometer statement from [redacted] BMW for the 335xi was 73,703 miles. On August 3, I went to the Perillo BMW office and cancelled the extended vehicle protection contract for the 2009 335xi.

As the extended protection contract cost $3875, I expected to receive a refund of $2038 based on using 23,703 the additional 50,000 miles covered under the extended protection contract. On September 12, 2013, Perillo BMW informed me that the refund amount from BMW for my cancelled contract would be approximately $1675 based on prorated usage calculation as determined by BMW. Perillo BMW said they did not do the calculation and that I would have to call BMW customer service. I called BMW of North America, LLC to see if they could provide an explanation of the calculation to determine prorated usage. BMW told me that a 3rd party was responsible for the refund calculation and that they would not be able to help me.Desired Settlement: I expect to receive from BMW of North America, LLC a $2308 refund for the 26,297 out of 50,000 miles not used under the extended protection contract.

Business

Response:

Dear Mr. [redacted]

Thank you for sharing your concerns. I will contact you during the week of September 30 to discuss resolution.

I hope that all is well and that you are enjoying your new 528i xDrive.

Kind Regards,

Consumer

Response:

I am rejecting this response because:

It does not yet resolve the issue.

Business

Response:

Customer received pro-rated refund for early cancellation of a BMW Extended Vehicle Protection Plan. Customer accepted a $400 credit for BMW Accessories at Perillo BMW. When customer visits dealer, dealer should have the credit on file. Incase of any issues, customer can reach BMW NA Customer Relations at ###-###-#### x[redacted]

Review: I acquired a 2016 BMW M3 on August 26, 2015. On Friday November 13, 2015 I received drivetrain malfunction: (Drive moderately. Maximum drivetrain output not available. Consult service.) At the time I was visiting my wife in Northen Virgina and since the vehicle was running fine just low in power because the safety program on the car. On Monday 16, 2015 I took the vehicle back to the dealer were I originally purchased the car Valley Auto World BMW located in Fayetteville, NC where I'm station with the US Army. After 4 days of diagnostic with the dealer and BMW NA they determinate that engine was damage and funded me responsible for Over Rev the engine. At no point I abuse the car. The vehicle has only 4,500 miles on it; additionally I didn't drove the vehicle for 4 weeks because during that period because I was recovering from should surgery for an injurie suffer from parachute training jump.

BMW NA used the computer on my car to make this determination. At this moment they have not officially notify me or show me the data they are referring too. They said that they would not cover the cost of replacing the engine on a vehicle that's brand new. And I will have to paid out pocket.Desired Settlement: Replace the engine by honoring the warranty and restore my full warranty of 4 years or 50,000 miles.

Business

Response:

Good afternoon [redacted],

JRE: [redacted] - 2016 BMW M3 Sedan, VIN: [redacted]

This email is regarding the above-referenced customer and vehicle, reference complaint, ID No. [redacted].

BMW NA has been in communication via telephone and email with [redacted] since November 20, 2015 regarding his 2016 BMW M3 Sedan, VIN: P966833. [redacted] advised the vehicle is presently at Valley Auto World, Inc. and he believes the engine failure is a manufacture's defect and wants the diagnostic data from BMW NA showing the engine failure.

On December 4th, BMW NA notified [redacted] that we will cover 100% of the diagnostic fee to fully inspect the engine on the vehicle at Valley Auto World, Inc. We also agreed that our BMW Technical Service Engineer (TSE) present during the diagnosis at Valley Auto World, Inc. on December 11th.

Today, the TSE and Valley Auto World are actively working on the engine evaluation. I notify [redacted] via telephone today that BMW NA is working to reach a final determination regarding the engine and resolution. [redacted] advised okay and I will follow up with him next week after the dealership and BMW finalize our vehicle evaluation and testing.

I will notify you of the final outcome once available.

Please contact me at [redacted], if you have additional questions. I am available Monday through Friday from 9:00 a.m. to 5:00 p.m. ET.

Thank you.

Kind regards,

Executive Customer Care

Customer Relations and Services

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. At this time I continue to have communications with [redacted] from customer Service at BMW NA. Tina Gunn has provided me with excellent level of customer service. Like she mention on here response she got the regional Technical Service Engineer to come out and inspect my car. At this time BMW NA has reestablish the warranty on the vehicle and they are working with Valley Auto Mall Inc to complete the repairs. Thanks to Tina for taking here time to analyzed and resolve my concerns.

Regards,

Review: BMW North America offers a Military Sales program for US Service Members serving overseas. They make no notice to vehicle purchasers that the expensive "technology package" is basically useless to service members while they are serving overseas. Although the locally sold BMW vehicles can use the exact same technology package, BMW vehicles sold to military members are prohibited from using the same network that the local cars use. After multiple e-mails and phone calls and a significant number of lost hours, I've been repeatedly told there is no way to use the technology services. Why would a company market something specifically to overseas military members if they know their product does not work for them!?Desired Settlement: That BMW develop an easy process for allowing US service members that purchase cars through the military sales program to use the many great technological features that they are buying your cars for. If they are unable (or more likely unwilling) to do so, they should offer rebates for the lost use of services they have paid for (connected drive, etc). Furthermore, they should not be allowed to market technology services they have no intention of providing to military consumers.

Review: I would like to file a formal complaint regarding numerous BMW dealerships that have engaged in very unethical and unprofessional bait and switch and falsely advertising rebates and incentives

we are returning BMW lessee's and numerous dealers have been trying to rip us off extremely overcharging us and have refused to give us any rebates manufacturers incentives and loyalty rebates that we are more than entitled to it seems like there's not much honesty and integrity left within BMWDesired Settlement: we are seeking to get two new BMW leases and we would like A manufacturers loyalty voucher for $5,000 for each new vehicle I really hope you will be able to immediately restore our faith in BMW and perhaps have your BMW retailers operate with a higher level of courteous professional honest service with a higher level of integrity

Business

Response:

have spoken to the customer. He in fact is not a returning “leasee”. He does not currently own any BMW vehicles. He claims to have owned one some years back, but could not provide in prior Vin information. He was looking for some type of “customer retention” money from BMW corporate. We refer to it as owner loyalty goodwill and given the circumstances he is not eligible for any owner loyalty (since he is not an owner). I reached out to BMW of Freeport dealership on his behalf to have someone from sales contact him. The customer was not pleased with the sales offer and called it almost “criminal”. I advised him that since we do not sell vehicles from our corporate office, he is free to negotiate with any BMW dealership of his choosing as they are independently owned and operated. The customer became irate and disconnected the call. There is no goodwill to be offered to this customer.

Review: US Marine Disabled , my BMW X5 35i had what is called "engine stall " its dangerous and life threatening the BMW X5 stopped all of sudden engine stalled and caused what is called an " engine malfunction " this is very dangerous and life threatening to customers who own a BMW X5 35i AWD 2011 they don't send customers alerting them of the problem and its a shame that some want in NEW York or else where in the United States could die because of failure to contact the owners of the SUV 's and without notice I would suggest the Media be alerted about this "Very Dangerous " problem with the BMW X5 35i AWD it can happen at anytime someone can lose the life !!!!!!!!! please take this into consideration before someone dies behind the wheel of this BMW X5 35i AWD 2011 . Please contact BMW X5 35i AWD 2011 its a dangerous situation and it must be address to BMW X5 35i AWD 2011 please contact the Media soon before someone dies in this SUV BMW X5 35i AWD 2011 ,Attention US Congress and Revdex.com !!!!!!! Dangerous BMW X5 35i AWD 2011Desired Settlement: US Marine Disabled ,I want to return this BMW X5 35i AWD back too USAA Federal Bank as soon as possible my wife won't get in it at all she is afraid for her life !!!!!!!!!!!! Yours Truly German Sanchez ,USMC Disabled Veteran . PS: And so am I don't want drive this BMW X5 35i AWD 2011 .

Business

Response:

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,

Review: I purchased a 2014 BMW R1200RT which 2 weeks after purchase was recalled and put on a "NO RIDE" recall then I was told that I would receive a letter no later than August outlining the repairs. I have purchased a product which I am unable to use and I have made repeated phone calls to BMW NA Customer Service with no one able to give me any answers on anything. I have sent an offer to BMW NA offering to have them buy back the unit and still have not been able to get a answer out of anyone. I keep getting told someone else will call me back and no one has contacted me. And no answers or solutions to the problem.Desired Settlement: BMW NA Complete a buy back of unusable product.

Business

Response:

We are working with Mr.[redacted] to repurchase his bike.

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: waiting for a broken car part for longer then 6 months now.

car can't be used, as it doesn't pass inspection.Desired Settlement: repair and compensation for the time I am not able to use my car

Business

Response:

I spoke to [redacted] on 1/5/16 and advised him that the catalytic converter was ordered and the dealer, Keeler BMW, would install it so he can pick up his vehicle. Hed told me he was at the airport and leaving the country for a month and then will be in Florida for 2 months. He’s left the vehicle at Keeler BMW until he returns from his vacation. I’ve tried to call him but his phone is not accepting messages. but we’re not able to reach him. We would like to offer him $1,000.00 for his inconvenience and pay for any out of pocket rental expense he had while waiting for the repair.

Review: The dealer I purchased my vehicle from apparently forgot to register me on their end for BMW Connected drive, I am unable to register my vehicle on connected drive site without this. I spoke with several reps at BMW USA, all of whom referred me back to BMW assist, Ive already spoken with numerous reps there as well. They told me to speak with my dealer, the sales rep at the dealer seemed clueless as to what I was referring to, said she would look into it. You'd think someone at BMW would be able to take care of this, apparently not.Desired Settlement: Someone at BMW needs to register me for connected drive site, the last seven of the vin are v371423. This information has been provided to numerous connected drive reps as well.

Business

Response:

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.

Consumer

Response:

BMW has pretty much done nothing, aside from referring me back to dealer, whom a separate complaint was also made against. The Revdex.com here in [redacted] has a complaint on file. BMW email reply stated to contact Elias at dealer, this is the sales manager who I dealt with and tried to get me to give him 1k cash, which was not part of the deal. This person is very shady/unsavory to say the least. I did previously reach out to dealer, my sales rep was clueless as to what was going on. As stated in initial complaint, BMW referred me back to BMW assist in regard to Connected drive, reps there stated dealer was supposed to set this up. Apparently, they did not send over the electronic subscriber agreement, as told by several reps at BMW assist. You would think BMW USA would reach out to dealer and or BMW assist to work this out, apparently not.

Business

Response:

Mr. [redacted] stated that his BMW Assist services were still not set up. I contacted the BMW Assist department who advised that the vehicle appeared to be registered and that there were several indications that the customer had used the service successfully. Mr. [redacted] did not respond to voicemails to confirm whether this information was correct.

Consumer

Response:

As far as I know, service is not/has not been set up. The reps I spoke to at BMW Assist all referred me back to the dealer, whom there is a separate Revdex.com complaint against, the rep here also referred me back to them. I was told the digital subscriber agreement was not sent in and to speak with my dealer, which I did, my sales rep was clueless. Again the BMW rep here, Lori, referred me to them and to speak with Elias who is the sales manager. My complaint against the dealership directly details my experience with this individual whom is very shady to say the least. He attempted to get me to give me 1k cash saying to was part of the deposit, his words were, "Youre putting down 2500 but it will only show 1500" He said not to tell anyone, the dealership makes enough money, he needs it. This was explained in my complaint and I will not contact this person in regard to my connected drive working/not working. No one from BMW has contacted me, no voicemail was left. As stated before, numerous calls were made previously to BMW Assist and BMW USA, I was either referred to dealer or back to BMW Assist by BMW USA reps, I won't be making any further calls as they have been exhausted. Please mark this as unresolved.

[redacted]

Review: I called two times (7/10/15) to Customer Service Dept for clarification on their BMW maintenance plan whether it is transferable when the vehicle is purchased through an independent dealer and both times, the rep said that plan goes hand in hand with the base warranty. Once the rep confirmed that it is transferable in that they go hand in hand as in if the base warranty is still valid, as does the maintenance plan. I called back today 7/13/15 and found out from the rep's totally changing the story with that that's not correct and regardless of what the reps told me (right or wrong) they are not liable because I took that information and went ahead with the purchase. This is not a small purchase by any means because it is a car.Desired Settlement: I would like BMWNA to honor what was convey to me. I have phone records to prove that I called both times but very convenient, BMWNA states that they do not have such records even though they claimed that they logged everything and all call conversations.

Business

Response:

Mr. [redacted] was confused about the warranty coverage on his new BMW vehicle and wanted clarification after speaking to one of the reps in our call center. I outlined what is covered under BMWs manufacturer warranty and explained what our Maintenance Plan Upgrade was.

Consumer

Response:

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.

Business

Response:

Mr. [redacted] was confused about the warranty coverage on his new BMW vehicle and wanted clarification after speaking to one of the reps in our call center. I outlined what is covered under BMWs manufacturer warranty and explained what our Maintenance Plan Upgrade was.

Review: I leased a new vehicle in June. Shortly after at about 800+ miles the computer system kept shutting off and restarting. I brought it to my dealer who told me there is no fix until BMW North America tells them how to address it. I called BMW and spoke with an [redacted] about the issue only to have my phone calls ignored for the next 5 days both by her and her supervisor [redacted]. All customer service reps would tell me is she looking into it. 5th day she gets back to me stating there is nothing she can do I have to bring it to my dealer when the issue is resolved! This answer took her 5 days. I also received a call from a [redacted] repeatedly to discuss the outcome since clearly I was unhappy, only to be told exactly the same thing! As a repeat customer of BMW I'd expect a lot more from them! So basically I have to drive my defective car until they inform the dealership of a resolution. I would like out of my lease and my money back. Truly horrifying customer serviceDesired Settlement: A replacement car, money back or out of my lease.

Business

Response:

Our office received the attached complaint regarding the above referenced vehicle. BMW of North America, LLC ("BMWNA") attempted to amicably resolve the customer’s concern on August 20, 2013 but was advised by the customer of legal representation. I advised the customer to provide “BMWNA” with a letter of representation. To date, "BMWNA"has not received a letter of representation from the customer‘s attorney. I attempted to contact the customer without success on August 27, 2013.If you wish to discuss further this matter, please call me at 1~###-###-####.

Consumer

Response:

:

BMW never made an attempt to contact me nor resolve the issue hence their F rating with your company the Revdex.com. Attorneys letter was never requested since my attorney has yet to contact them per my instructions.. All lies.

Regards,

Heather Storch

Business

Response:

From: [redacted], ([redacted].[redacted]@bmwnacr.com)

Sent: Friday, September 06, 2013 4:16 PM

To: '[email protected]'

Cc: 'Melanie Brown'

Subject: FW: Revdex.com/Heather Storch/Case Id-[redacted]

To Whom it may concern:

Re: Heather Storch, 2013 BMW 328i xDrive, VIN:[redacted]

This e-mail serves as a follow to my prior correspondence to you dated on August 27, 2013 regarding the above referenced customer and vehicle. As stated, BMW of North America, LLC (“BMWNA”) has not received a letter or representation from the customer’s attorney. I attempted to contact the customer without success on August 27th & 30th.

We are closing our file on this matter. If you have any questions, I can be reached at ###-###-####.

Thank you.

Kind regards,

Review: In June of 2014 I purchased my Mini Cooper at the [redacted] store and with my purchase paid extra money for 100,000 miles of service to my car. I have since discovered that Mini Cooper is cheating me. When I say Mini Cooper I am specifically referring to the dealerships in [redacted] and H[redacted]T. How do I know this? Because yesterday I went to the Goodyear dealer to have my tires changed and they could not be changed because I was not supplied the master lock for my lugs. After speaking with the [redacted] dealership where I bought my car they asked me how are your tires getting rotated because that is part of the service I paid for and they were NOT as the front tires are much more worn than the rear tires! Why didn't anyone at those dealerships who serviced my car ever bring this to my attention. I can only surmise because Mini Cooper does not care and is just in the habit of stealing people's money. Now I ask myself the question... What else are they cheating me on? Do they change my oil? How do I know? So they do anything at all because they have already been caught not caring to rotate my tires!Desired Settlement: That's a very good question. What I do know is I paid over $1,000.00 for a service that I can see that I never got! I would love to hear BMW's explanation for this. Mini of Bedford is in the process of getting me a replacement key now.

Review: Good afternoon,

Our 2013 BMW 650i was in a front end accident,. The car taken to a repair shop by Hilton Head Island, BMW - as they suggested to us that, "It's the place that HHI BMW uses for repairs". Our car was promised as an estimated time to repair of 16 days, it wound up taking 216 DAYS. These cars are designed to be hooked up to computers to tell the experienced mechanics exactly what is wrong, along with the entire schematics of the car - knowing it inside and out .

The original estimate was $13,387.31, the end result was $36,068.57. Throughout a series of prolonged part orders - the initial parts were shipped 21 days after car was promised back to us. We have all invoices we could get access to.

No one can tell us (neither the placed that BMW brought the car, nor BMW NA or HHI BMW why the car took so long - they are blaming it on a "part" that was on back-order.

We were told by BMW that the repair shop waiting on a "part" from BMW that was on back-order and the shop they took it to could not fix the car until the part was received.

After reviewing all 20 invoices, we DO NOT see one notation of there being any part on back order from BMW, as we were told - all we see is a long, drawn out process of parts being ordered by the shop they told us to bring it.. After examining these invoices, you can see parts were ordered slowly, a VERY drawn out process. The mystery part that we were told was the hold up was not even mentioned anywhere, not on any reports. (SEE COMPLAINT FILED AGAINST ADVANCED AUTOBODY INC. Complaint ID: [redacted] for further information).

We initially looked everywhere online, because we could not get any executive contact information from anyone at BMW, so we found an email for [redacted]@bmwna.com - an executive at BMW NA. We emailed him and we were then contacted later by Bill Stewart. There is clearly a lot of information that we are missing as to why this vehicle took so long to fix.Desired Settlement: We are not sure, since their are so many variables. What "part" took the car so long to fix, from 16 days to 219 days + only for BMW NA, Hilton Head BMW and the shop they took it to, to be fixed. No one has any idea why the car took so long and why parts took so long to get to the shop to be fixed . Our vehicle should have not taken so long to fix....so many blanks and questions.

Review: I was charged incorrectly for the replacement of rear brake discs, which should have been covered under the free maintenance policy for new BMW vehicles for 4 years\50,000 miles. The following quotations are directly out of the BMW maintenance manual that apply to my 2013 BMW 320 I xDrive with 23,000 miles on the odometer:

P.1 “BMW Ultimate Service leads the industry in providing owners with incredible value and peace of mind. This service includes: The BMW Maintenance Program: No cost factory-recommended maintenance for 4 years/50,000 miles…”

P. 3 “The BMW Maintenance Program is a benefit designed to help reduce the cost of ownership. This program has been devised with the following objectives: to maximize vehicle safety, reliability, and resale value by minimizing breakdowns resulting from wear…”

P. 4 “Additional specific items that need replacement due to normal wear and tear, and that are not covered by the original New Vehicle Limited Warranty - such as brake pads, brake rotors, and wiper blade inserts - are included, provided wear and tear exceeds BMW wear limits.”

P. 9 “Front brakes Maintenance work: Replace brake pads, clean brake pad contact points in calipers. Brake discs: Check surface and thickness, replace as necessary. Rear brakes Maintenance work: Replace brake pads, clean brake pad contact points in calipers. Brake discs: Check surface and thickness, replace as necessary.”Desired Settlement: I would like to receive compensation for the rear brake discs as there is no mention of rust in the BMW maintenance manual as grounds for not being covered under BMW's 4 year/50,000 mile free maintenance plan. This plan includes the replacement of brake discs at no cost to the consumer. BMW needs to stand behind this agreement even though the dealership is unwilling to refund the customer. The dealership is its own independent business but still represents the products and services of BMW. BMW NA customer relations was unable to provide me with a summary of their investigation or where in the literature it states that brake discs will not be covered due to "rust."

Business

Response:

It was found that this customers brakes were rusty, which is outside influence. BMWNA covered 100% of the parts as a goodwill gesture.

Consumer

Response:

Review: [redacted]

I am not accepting this response because:

The service records indicate that the vehicle was brought in for service because of excessive oscillation (i.e. it felt as if the rotors were warped) at highway speeds, which I thought to be a safety hazard when braking. It was more difficult to control the vehicle because of this and slowing times felt longer. The front discs were already replaced because of this same issue, at no cost to me. The dealership did not follow protocol by measuring the thickness of discs and any variation of thickeness at different points on the discs. I did not request that the rotors be replaced because of rust- I asked them to explore the excessive oscillation by driving the vehicle on the highway at 65mph to try to slow the vehicle. They did not measure the thickeness of the rotors or take the vehicle on a test drive to investigate this safety concern. I have several dealers vouching that they would have replaced the rotors, if warped, at no-cost to me. However, I needed the car that day to travel out of state.

Respectfully,

Business

Response:

BMW believes that our goodwill offer to cover 100% parts of the brake repair is fair and generous. As discussed, the brake rust concern was caused by outside influence. Since the warranty does not cover damage resulting from outside influences, no further financial assistance will be provided. We recognize this may not be the outcome you anticipated; although we are closing our file on this matter our authorized BMW centers are always available to assist our customers.

Review: In may of 2015 I purchased a BMW 650 I from Bmw of Las Vegas Bmw. within a few months the saga with the car would begin and the car would enter service on a regular basis for a multitude of reasons.

at one point the convertible roof opened on its own while driving on the freeway. the dealership regularly tried to repair the car and in some cases succeeded going to the extend of shipping the cars computer to Germany for diagnosis and repair. with all this happening the enjoyment of driving the car I purchased was interrupted regularly and I was given a lesser car as a loaner yet still paid for the more expensive car. just in the last month and a half the car was in service 3 times and at one point needed to be towed to service. all the latest issues involved the fuel system of the car.

this car is a lemon and BMW is unwilling to recognize it as such.Desired Settlement: I am asking that Bmw recognize the car as a Lemon release me from my obligation ( only 4 months remaining) and compensate me for the aggravation and time spend taking and bringing the car to service and the months I did not get continues enjoyment of what I paid for.

Business

Response:

I am in receipt of your letter dated December 29, 2015 proposing that BMW of North America, LLC (BMW NA) reacquire or offer assistance with the above-referenced vehicle. After a thorough investigation of the complaints presented, BMW NA has determined that the vehicle’s service history does not present an obligation for BMW NA to offer assistance with the vehicle. Please note, this customer has already received one good will payment from BMWNA and was offered two additional payemnts to help him in to a new car, by the dealer. Given this evaluation, BMW NA is unable to offer assistance or repurchase the vehicle at this time.

Consumer

Response:

Review: [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,

Business

Response:

Please note that the BMWNA decision to not offer assistance or a repurchase for this case, stands.

Review: In October 2013, I purchased a brand new vehicle, a Le Mans Blue 2013 BMW 135is with a manual transmission, from [redacted] BMW in [redacted]. After a couple of months, the car developed a grinding issue that was exclusive to the second gear, when shifting at RPMs higher than 4,000. [redacted] BMW ordered a new transmission and replaced it, but did not tell me the nature of the problem when I asked. Within a couple of months, the grinding issue returned, exactly the same as the previous issue. The car had less than 12,000 miles on it at this point. I do not know if the issue was present immediately after the transmission was replaced, because I did not specifically attempt to reproduce it.BMW North America sent a "quality engineer" out to look at the car. I test drove it with the engineer, and demonstrated the problem. I separately demonstrated the issue to the Service Manager and the Service Advisor at [redacted] BMW. The BMW engineer observed the problem, but provided a finalized report that blamed me (the owner / only driver) for "accelerated wear" on the vehicle. He did not even open up the transmission, because BMW does not service transmissions in their shop, but said in his report that the #2 synchronizer suffered from "accelerated wear." I have no idea how he came to this determination, if he did not visually inspect the transmission.BMW North America, via the engineer, extended a "one-time offer" to me to replace the transmission at a 50% shared cost, and wanted me to sign a "general waiver" as a contingency.It is my conclusion that BMW North America is abandoning responsibility for the vehicle and that they are instead interested in blaming the customer for "accelerated wear" on a brand new vehicle that has a matter of a few thousand miles on it. The first two vehicles I owned were both old, used, high-mileage, manual transmission Saturns, both of which never experienced any problems like this brand new BMW.Desired Settlement: BMW should be honoring the manufacturer warranty, investigate the root cause of the issue, and fix the issue.

Business

Response:

This vehicle was evaluated by a the shop foreman, service manager and a BMW of North America technical service engineer. The observations of the Technical Service Engineer are as follows: I observed that while the customer was driving his [redacted], a metallic grinding type noise could be heard coming from the center of the vehicle during 1-2 up shifts and 3-2 down shifts. This noise was only evident during extremely fast shifting; typically when at a higher RPM. During this inspection I test drove the vehicle and noted that the vehicle did not exhibit the noise under normal non—spirited driving. This noise is from a damaged number 2 synchronizer. As a part of my inspection, I had the transmission removed and I inspected all the transmission and clutch components. I found accelerated wear and thermal damage to the clutch pressure plate and flywheel. The throw out bearing also shows signs of accelerated wear. It is my opinion that excessive high RPM speed shifts have caused accelerated wear and damage to the 2 synchronizer, flywheel and clutch components. I have inspected this vehicle and found no defects in materials or workmanship. It is the position of BMW NA that this accelerated wear and damage is not covered by the BMW new car warranty since the damage was due to an outside influence and not a defect in materials or workmanship. As a courtesy and as a goodwill gesture BMW NA extended a onetime offer of goodwill to cover 50% of the needed repairs. As is the policy of BMW NA, this offer is contingent on the customer signing a general release letter prior to any repairs being performed. This offer is valid through 9/10/2014.

Review: I purchased a 2015 BMW M4 from BMW of San Francisco. I have paid extra money to have it with Ceramic Brakes.

From Day one I have had issues with the squealing noise and scrapping noise from the brakes. I have taken the car several times to the East Bay BMW in [redacted] dealer and they told me that this is an issue that BMW knows about and that they cannot do anything about it. I believe BMW should let their customers know about this kind of issue if they already know about it, before I purchased the vehicle. I have gone back 4 times to East bay BMW back and forth and they will not help me with this issue. I have also Contacted BMW of north America and they will not help me in resolving the issue of the braking system. I have paid a price of $96000 plus tax and license fees registration fees.. not to have a car that makes a major squealing noise every time I drive the car. I don't want this vehicle anymore and I want BMW to purchase back this vehicle. this vehicle to me is a LEMON Vehicle.Desired Settlement: To get paid my Initial Deposit and every payment that I have made towards the vehicle. My Payment alone is $1456 per month. And my initial Deposit was $3780 towards the purchase. BMW of North America has to buy back this vehicle since still has the same issue over and over and problem is NOT resolved.

Thank you..

Business

Response:

To whom it may concern, This above referenced customers file was reviewed twice by our BMW of North America regional team. On both occasions, the customer’s request for a buyback was denied. Our dealers do have details and brochures on site and In addition, information related to brake noise for a high performance vehicles is in a customer’s owner manual. Brake noise is not only related to BMW, but, all brands with a high performance braking systems. These are no compromise brakes and they will stop this vehicle all day long from high speeds without fade, but they may be noisy. Brake noise is not a defect. After a thorough investigation of the complaints presented, BMWNA has determined that the vehicles history does not present an obligation for BMWNA to reacquire the vehicle.

Consumer

Response:

I am rejecting this response because: I was never told that they have brochures regarding high performance brakes as it is the duty of the sales person to present to me those brochures at the time of the purchase and how can I read the owners manual to find out about the brake noise before I purchase the car?? They don't hand you the owner's manual and they say read it before purchasing the car!! If the car is making brake noise and it is brand new any person will take the car back to the dealer and will ask them to fix the problem. If they can't fix it they have to buy it back. I pai close to $100,000.00 for this vehicle and it was $8,000.00 upgrade for the brake so I will end up with a constant brake noise?? That is totally unacceptable!!

Regards,

Samer Nabhani

Review: I had my 2006 BMW 325i towed to BMW of Nashville to repair my car's issue. The issue exists when I place my key fob into the ignition, the car does not engage the key, the wheel does not release, and I get a yellow steering wheel with a padlock at the top left as a warning. When the issue occurred the first time, I was able to get the wheel to release after unplugging the battery for an amount of time. When the issue occurred again a few days later, and after multiple attempts to get the wheel to release, the car would not release the steering wheel and was rendered unusable. Because the wheel will not release, there is no power throughout the car, or auxiliary, and it prevents the car from shifting into any of its gears and prevents the car to attempt the start. BMW of Nashville "diagnosed" the issue and says the only fault code the car was giving was a bad starter. After asking multiple questions if there was a possibility of another issue, such as the steering column, instead of the starter(because the car did NOT attempt to start. I attempted to get it started, but the car DID NOT.), my Service Advisor, [redacted], informed me that that is the only code they are getting and they can not see past it. And that is what they are recommending to repair because that's the error code they are getting. So I had no argument over the car's computer code error, I authorized the repair of $1,500. When the repair was complete, [redacted] advised me that the car is working fine, they tested it multiple times, no errors or codes. A little over a week later, the issue occurred again. I immediately contacted [redacted] and he said we would need to tow it in and BMW will cover the cost. [redacted] reached out to me after a few days on the status, and told me that there is still no fault codes but the shop foreman is recommending the replacement of two of three parts, steering column, CAS module, and IBS cable. Est repair cost of $2,200-$3,500 for parts, labor, and taxes.Desired Settlement: I contacted the Service Manager, [redacted], as to why his service team did not repair the issue the first time my car was in service, so that there was no additional labor charge, and he responded "we have to fix the error code that the car is giving us", like it was protocol to fix the error code first before fixing what was physically visible. I believe BMW misdiagnosed the issue the first time and should take responsibility for their mistake, whereas they were able to diagnose the issue the second time the car went into service. I would like BMW to fully repair my car at no additional cost because I brought my car in for a repair on a specific issue and the issue is still present and was not repaired the first time. And also an apology from the Service Manager for saying "this is what it costs to fix a BMW" after I questioned why I am paying for two different labors.

Business

Response:

Mr. [redacted] believed that the repairs to his vehicle were unwarranted and misdiagnosed. Upon further review, it was determined that the vehicle displayed fault codes for those repairs, so they were necessary. As a goodwill gesture, BMW NA offered to reimburse Mr. [redacted] for the fee he paid to have his vehicle towed to BMW of Nashville.

Consumer

Response:

I am rejecting this response because:

The fault codes that the car gave, was a totally separate issue that is NOT related to the main reason I brought the car in for repair. [redacted] advised me of the fault code and says it is related to this issue. I was very skeptical of this "repair" because it did not make any sense on how it would fix the issue I specifically brought the car in for. So I asked if this "repair" will repair the issue and it should not occur again? He says yes, this is the fault code that it is currently giving us right now, and that there may be other fault codes that we can not see until we fix this issue with the fault code. So I had no reason to argue about that, because this is a BMW dealership's service department, and they should know what they are doing right? I mean it is BMW. But I was wrong, the issue occurred again a week and a half later. Therefore the repair on the starter was NOT the main reason that I brought the car in for repair. Had I known that the car had a separate issue that needed attention because of the fault code, I would NOT have authorized the repair, because I had NO issues with the starter and the car started up just fine. I can recall when I got a call from [redacted] about my car, he informed me that it had a hard time starting up. Well if it did have a hard time starting up (even if it was cold), then the starter was NEVER repaired. This leaves me to believe they scammed me of about $1,500 in repairs on a totally separate issue than what I had mainly brought the car in for repair/diagnosis. BMW is "top of the line" right? Shouldn't their "trained" technician/staff be "top of the line" as well? Obviously not. Perhaps they all need retraining. As a gesture of Goodwill, it was not. I requested that this be reimbursed to me because the issue should have been resolved the FIRST time the car came to BMW of Nashville's service department.

Review: BMW advertises their product as The Ultimate Driving Machine. I have a BMW X5 4.8 litre which has 55,000 miles on it. It was purchased from a Seattle, Washington BMW dealer. It has only been serviced by that same dealer. The cost of repair is exceeding $17,000, and is now in the shop for additional service. The dealer suggested I contact BMW North America for assistance because the repairs are inconsistent with the product they represent. BMW North America said they would do nothing for me. The car is not under any warranty.Desired Settlement: The dealer in Seattle offered to repair ignition coil at their cost - which is still over $700. I want BMW North America to fix the transmission problem and ignition coil issue at their expense.

Business

Response:

The vehicle is a 2005 [redacted] and has been out of new car warranty since 2008 and out of CPO warranty since 2010. Based on this information and the history BMW will be unable to offer assistance with the repair needed.

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