BMW Of North America LLC., Customer Relations Dept.

Review: I have a 2004 BMW 325ci and is in the airbag recall. After complaining for weeks the dealer has my car and I has since gave me a rental car. A dodge this is no BMW like I have given them to fix. I am now finding out that they are going to spend around 500.00 on a rental and that the airbags for my car are not going to be ready till next year. I have asked them if I can give them my car and get a model year different that dont have the airbag recall and go about my way. I have been lied to and cheated and pushed under the BMW big rug. They tell me I cant do anything and I dont have the money to go buy a new car. They have even gone so far as a dealer rep to tell me that if I have a loss that it was not there problem and that I dont matter. Before all of this the car was 7000 and now its 4000?Desired Settlement: I would like an other BMW car and to know why this happens and why the company would rather spend money for a rental car till next year some time instead of just help me to get an other car and save the time and money?

Business

Response:

Customer has been provided a rental vehicle until the permanent solution is available. Kind regards, [redacted] Executive Customer Care BMW of North America, LLC

Business

Response:

Customer has been provided a rental vehicle until the permanent solution is available. Kind regards, Donna Russo Executive Customer Care BMW of North America, LLC

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Due to the fact that I was lied to from BMW on how safe the car was and that how BMW was going to give me rental car that was a BMW and has not done so. Also being told that myself and family DO NOT matter if for some reason I was to be in an accident with there car and the airbags go off and dont work as they should. They are spending 500.00 on a rental car that is nothing like a BMW as they said I would get in replace of giving them my car! I have asked to speak with some one in a supervisor position and was told NO and that they will not let me give them my car to swap out with one of the same type that was not in the airbag recall. I have spoke with them many times and cant seem to talk to some one that will listen and not push me under the BIG BMW RUG and not hide the fact that there is a big problem with all of this. I get told to talk to the dealership on buying an other car but the problem is that the value since the recall has dropped and to trade the car in to them I would only get around 4000 and then get hit with tax tags and a monthly payment I cant afford. How is it OK to lie to the customer and think and tell them they don't matter and then tell them to go and buy a car from them at the dealer?

Regards,

Review: I bought a new BMW a few years ago with 4 years of warranty and free maintenance. The maintenance contract clearly specifies that all maintenance items are covered.

In my service / warranty booklet, it is clearly specified that my car's spark plugs should be serviced (quote, "every 4th oil change").

My car as of today has had 4th oil change and is still covered by warranty and free maintenance plan offered by BMW NA.

I request that BMW honor the maintenance contract and replaced my spark plug free of charge, and am seeking a punitive damage of extension of the maintenance contract to 6 year / 100K miles for the significant time I had to spend on this issue.

Details:

I own a BMW that's 2011 SULEV 328 COUPE (Vin [redacted]).

I want to get the spark plug replaced under the covered maintenance plan. My service and warranty booklet says it needs to be replaced at every 4th oil change. However, my home Dealership (Mountain View) did not honor this.

After I contacted the customer service department (and specifically requested that they contact me asap and in the afternoon), they:

1) always calls me in the morning at 9AM.

2) spent a few weeks on the issue and then denied my request.Desired Settlement: I request that BMW honor the maintenance contract and replaced my spark plug free of charge, and am seeking a punitive damage of extension of the maintenance contract to 6 year / 100K miles for the significant time I had to spend on this issue.

Business

Response:

BMW has already goodwilled a map disk to the customer. BMW declines the customer’s request. As per the Service and Maintenance manual included with his car, it states the spark plugs are to be changed at intervals of 60,000 miles. If the oil is changed at every 15k, the customer will meet the maintenance interval, but not before the 4/50 expiration. This customer has 48k according to BMW of Mountain View last week, or 49,500 according to his Revdex.com paperwork) and the MP expires on September 12, 2014 or 50k. In any case he would be responsible for the spark plug replacement or he can purchase an MPU which will cover the replacement at the proper time. Through Mountain View Mr. [redacted] has been informed the spark plugs are done at every 4th oil service. He believed since he has had the oil changed 4 times (3 oil services and 1 annual) his vehicle qualifies for the replacement. The annual does not count toward the count as we are only changing the oil and filter with no other servicing which is done during the normal oil service.

Consumer

Response:

I am rejecting this response because: The manual clearly stated "every 4th oil change" without mentioning "annual oil service" doesnt qualify. BMW NA should step up and accept responsibility set forth in writing.

Review: I called into the customer Relations department because I purchased a vehicle and I had it for 2 months before I was told that the alternator, thermostat. and water pump were bad on my 2009 BMW 535xi with 49000 miles. I called into this department needing help. This has never happened to me so I did not know if I was going in the right direction or not. I spoke with several different agents and they told me that they would see about getting me some assistance with the cost of the repairs for the new vehicle that I just purchased. They, then told me that I would need to speak with a resolution specialist. Once transferred over, I was asked things such as "What is the reason for my call? I don't understand why you are calling." I asked one male agent with the deepest empathy put yourself in my shoes, what if I were someone close to you such as your wife, daughter, or any type or close family member what would you do. He told me that he would not be in my shoes because he would purchase a warranty for his car. Another agent told me that there was not anything that they could do. They told me that I would need to contact the dealership. I didn't know that my FINANCIAL STATUS was so noticeable until now and with what some of the agents said on the phone I can't believe that I am a customer; a very unhappy and dissatisfied customer but a customer. The names of the people I spoke with or had some hand in the denial of my request was [redacted] all in Customer relation agents or Resolutions specialist. I was also told that the area manager for BMW Arlington, TX for BMW North America in which his name was not disclosed is the person that originally denied my request for assistance financially after the first agent requested it. I don't know if he had any part in any decisions, but Ludwig Willisch is the CEO of this companyDesired Settlement: I want my vehicle repaired. The Dealership that I recently complained on said they would give me a break with the cost and I was told on at least 3 occasions that I could get assistance then when I got to the resolution specialist they asked me things such as the reason for my call. I just want my car repaired so that I am able to get back and forth to work and my children back and forth to school and to their activities such as football, choir practice, chess club, and most important school in general.

Business

Response:

This vehicle came with a 4 year / 50,000 mile limited warranty, which ever occurs first against manufacturing defects in material or workmanship. Since the warranty has expired this request for assistance cannot be considered. We also note that there are no open recalls on this vehicle at this time. Although we are closing our file on this matter, please know that we value your patronage.Should you have any further questions, our authorized BMW centers are always available to assist our customers. Kind regards, [redacted] Customer Relations Representative 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.

Regards,

I am very disappointed with the BMW of Dallas service department. I set an appt for an oil change. When I got there I was told there was a recall on my 2011 535i and I should come back to drop it off because it would take more than a day to fix it and the oil change would be included. I googled the recall and confirmed it was legitimate so I setup a second appt to get the work done. I also asked about my brakes being squeaky and they told me all BMW's squeak. Really?! Two days later after dropping off my car I get a call from the service department saying they were done and everything looked great except for there was a fuel pump sensor and oil housing gasket that needed to be replaced sometime. I said ok, thanks. I would consult it with my husband so we could get it taken care of eventually but not at the moment. Ten mins later the service department called me back and said the car was no longer drivable because of the fuel pump sensor misfire. ???? I was shocked. Great job BMW of Dallas for scamming me into this and/or making my car no longer drivable.

About a month ago I purchase a vehicle from BMW Fields in Winter Park at the time of embarking the vehicle at the dealership my wife noticed the vehicle did not have the factory bluetooth feature at that moment I assumed this feature was included I asked the salesperson if this feature was on the paperwork and he affirm that it was ,at that moment he try to find a portable bluetooth speaker but could not find one he told me he would call me during the week but after a week of waiting I decided to go to the dealership I spoke to the sales person he inform me the he could not help me because the service department was close and told me to text him during the week which I did but he never responded that is when I decided to go to the dealership again this time I spoke to the sales manager I inform the sales manager if it was possible to return the car or get another one that would have this feature but he inform me this would be impossible he explain to me that once I drove the car off the lot It was my responsibility as a consumer to be aware of any discrepancy under the consumer awareness rule and with this in mind they were not liable for anything he told me he had to go out of town for a week and he hoped we can resolve this amicably the following Monday I received a call from the salesperson he inform the only thing he could offer was a portable speaker in the end this was their amicable solution .

Review: So back in early September, my 2011 BMW 550i started facing issues regarding loss of power and etc. The problem was diagnosed by [redacted] BMW of [redacted], which stated that my fuel injectors had gone bad, which was and is to this day, a common problem with cars with the N63 engine, such as my 2011 550i.

Unfortunately, my car was out of warranty, which required an out of pocket expense of $5801.66 and another $326 for a new battery. I filed a complaint against BMW NA and I was told that they were providing a "goodwill" refund of $4500 as I owned and have purchased multiple BMWs (BMW S1000R, BMW 328Xi, and my 550i).

Well, today BMW just started a recall campaign on fuel injectors and other issues with the N63 engine. All of which I have paid for. They are now offering to replace faulty sensors and timing chain and etc. They also replacing the battery as well according to bulletin B001314. How can BMW make me pay for the entire bill out of pocket, then admit partial fault and refund me part of my money, and now admit 100% fault and repair other N63 engines free of charge?Desired Settlement: I would like the remainder of my $5801.66 bill refunded which is $1301.66 as well as the $326 I paid for the battery. I have already submitted the invoice of $6182.13 for the entire bill which included all the sensors, a new battery, as well as labor.

So the total bill of $6,182.13 should be refunded, I already have received a partial refund of $4500, so I am requesting the remainder of $1,682.13 in the form of a check or credit toward the purchase of a new BMW since I am in talks with BMW of [redacted] in [redacted] to purchase a 2013 BMW M6 CPO.

Business

Response:

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.

Review: I had a 2007 MINI Cooper that I bought from [redacted] MINI, a division of MINI Division of BMW of North America, that experience complete engine failure with only approximately 75K miles on the vehicle. After needing a tow and rental car to the nearest facility, I was told that I would "likely" need a new engine for an estimate of approximately $7000. I filed a complaint with the MINI USA Facebook page (complaint since deleted), and at MINIUSA.com. After waiting for more than one week for a response from either network, I declined the repair and purchased a new vehicle from another company. I eventually received a call from a MINI USA representative that agreed that the failure of the engine was premature, and indicated that since I had an extended service plan I would be eligible for reimbursement of the towing, rental car, and service assessment charge. I was told to submit the documentation to the representative and a refund would be issued in 4-6 weeks. The time elapsed and a refund was never received. Several follow up attempts were made to the representative, and again at MINIUSA.com. I have never received a follow up response.Desired Settlement: I was left with a car that was worth absolutely nothing, and was forced to cover all costs for damages as well as a new vehicle out of pocket. I would like at least the cost for the tow, rental car, and repair assessment to be issued ($916.38) as was originally communicated, but believe that additional compensation above and beyond is also warranted for the terrible servicing, premature failure, time to deal with the issue, and the inconvenience of being stranded alone as a result of the products failure.

Review: My vehicle has been on the dealership for about 6 times for the same suspension issue. The first few times, the dealership told me there was nothing wrong with my vehicle, since they were not able to find anything wrong. After reading on the internet that there were a few recalls for the front suspension, which sounded very similar to the problem I was having, I took it back to the dealership and they told me that my vehicle was not included on the recall, and that there was nothing they could do about it, since they could not recreate te sound. At this point, the service manager told me to record the sound and bring a video so they could see what was going on. I recorded several videos and took them to the dealership about a week later, and they told me they were going to keep the vehicle for inspection. At this point, the dealership kept my car for a whole month and they replaced several parts of the front suspension. A month later, I got my vehicle back and the car was working properly, after about a month later, when the noise came back. I took the vehicle back to the dealership and they had a Mini Engineer inspect my vehicle, and after 2 days, they told me that they were aware of the problem and there was a national investigation going on, but they were not aware of what the problem was, but just to keep an eye for any problems and keep bringing the vehicle if the noise became excessive for inspection, but there was still no repair for the issue, nor they knew what was causing it. At this point, I'm exhausted of the fact that I have to keep taking a vehicle that is relatively new, to get inspected every few weeks and I feel this vehicle is defective and this is not something ordinary. I feel that this could become a safety issue at some point, given that is a suspension issue and feel disappointed that not even mini knows what is wrong, which leads me to believe that it can be something really serious and potentially dangerous.Desired Settlement: I would like Mini to buy back my vehicle, since I think this is a potentially dangerous situation, where they are not really aware of the situation going on, and could potentially cause an accident. I rarely drive my vehicle due to this problem and would like to get reimbursed or get mini to buy back my vehicle, since this is a defective vehicle and has spend a really long time on the dealership and they can not repair the problem still.

Business

Response:

Mr. [redacted]'s suspension issues are currently being reviewed by our field team. We will get back to you as soon as our field team completes their review

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I really appreciate their assistance, and hope that BMW of North America/ Mini takes the adequate actions. My vehicle has been on the dealership several times, without them nor the Mini engineer being able to figure out what the problem is, which I really believe could potentially become a safety issue , which has prevented me from using the vehicle without the fear that something could potentially could break and cause an accident. Under no circumstance is normal to have to take a vehicle to the dealership every month or every few weeks for the same problem, so I expect for Mini to assume responsibility for their products and buy back the vehicle from me, since I can clearly see that there is a manufacturing defect that might lead to dangerous driving conditions/ potential accident.

s [redacted]

Business

Response:

On Wed. 1/27/16 I called and advised Mr. [redacted] BMW NA is willing to pay 50% of 6 year/100K miles extended warranty which cost $2895.00, he stated he will think about it and to call him back in 2 days. On Friday 1/29/16 at 3:12 PM I called customer on [redacted], and left him a voicemail message.

Review: My BMW X5 vehicle with VIN# 5UXFE83538L163459 was inoperable on April 19th 2013. I called BMW Roadside Assistance and they towed my vehicle via a service provider. This provider significantly damaged my front left wheel in the process. I repaired my wheel (since the vehicle was not drivable with a broken wheel) at the local BMW dealership at a total cost of $230.58. I called BMW roadside and filed a claim, which they agreed to honor. They connected me with a claims fulfillment rep from a company called "Novo1", named [redacted] (###-###-####). [redacted] and I connected in early May 2013 (4+ months ago) and she quickly became non-responsive. [redacted]'s phone became inactive in late June and sends callers directly to a voicemail that indicates she is no longer handling BMW claims. The voicemail directs callers to [redacted]) who is also non-responsive and has no active voicemail.

I spoke with [redacted] from BMW Emergency Roadside Assistance on 9/5 at 12:10pm Central, who said that my claim was initially incorrectly filed and that we have to start the process over. He said his supervisor [redacted] would call me with follow-up actions.Desired Settlement: I am not comfortable with another 10day response time and potential non-response. I would like to immediately be refunded $230.58 plus $100 (total of $330.58) for my time and inconvenience over the past 4 months, which is minute in comparison to my typical billing rate for my services.

Business

Response:

BMW Roadside has advised that

they spoke with Mr. [redacted] on September 6 and advised a check for $230.58 is in

the mail. Mr. [redacted] should expect the

check by September 13, if he did not receive it already.

The matter [redacted] be left open on

BMW NA’s end until receipt of the check with Mr. [redacted] can be confirmed.

Review: I purchased a BMW Automobile, Series 5 in June of 2013. Sometime in February of 2014 the vehicle caught on fire from the trunk as it was being driven. I contacted BMW of North America and explained the situation to the Customer Agent over BMW of North America, LLC by the name of [redacted] (Executive Customer Care) at Customer Relations and Services NJ Tel: [redacted] The agent stated they would conduct an investigation to find out whether or not it was a manufacturers malfunction or WE else yet no-one has come to inspect the vehicle and although I have be emailing and calling [redacted] he has not to reached out back to me.Desired Settlement: I would like for them to conduct an investigation and determine what went wrong and go from there.

Review: I have a delivery business . The trucks I leased broke down and I lost product that I had to pay for over 3 months no fault of my own. I let BMW know what happened and was I in the process of selling half my business so I could pay them. They gave me the impression they were working with me and without notice repossessed my car. It cost me $880.00 in fees to get my car back not including past due payments. This came to over $2000.00. I have trucks towed for less and $75. A day for storage is ridiculous . No one is in customer service so I sent this complaint. Their entire collections dept is rude. I thought the storage and towing charges were out of line. They told me they would auction my car and I would have to pay the difference. They want you to lose your car and owe them.

Business

Response:

BMW NA has received Mr. [redacted]'s request of $880 reimbursement. We are reviewing his request and will respond

Review: I purchased a used 2007 BMW 550i in October of 2013. At the time the vehicle was under BMW's extended platinum warranty and was set to expire at either 100,000 miles or April of 2014. After a couple of months, I noticed that the oil level light was coming on. I then added two bottles of Castrol Full synthetic oil. About two weeks later the light returned and there was no sign of external leaks. I brought the car to the dealership since it was still covered under warranty and stated the problem that I was having with the engine light and also a rough idle. There was also times when the car smoked out of the tailpipe but the days were cold and I out it off as that being a factor. They had the car for two days and then told me that the problem could not be replicated. I continued to drive the car and added oil when necessary and wrote it off as just a high oil consuming vehicle. The warranty expired in April, and then the following month, I noticed that the smoking out of the tailpipe increased and I decided to bring it to the dealer once again. Now, as soon as I brought in the vehicle, the service manager told me it was a "common" problem with the vehicle and that the valve stem seals were probably bad (10k repair). So why wasn't that brought up as an option the first time? So I I contacted customer relations and they said they would get back to me in 3-5 days. I received a call from Garrett and I missed the call. So I called him back for the next two days and did not get anywhere clost to speaking with hi. The next week I get a call from another worker and he asks me for the service receipts for the service which I sent. A couple of days later, he calls me and says that the claim was denied. What I don't understand is, my car was taking into the shop a month after the warranty expired and I was told that a "common engine problem" was what was wrong with it. So what is so open/shut about this? It is a common problem that I reported while it was still under warranty.Desired Settlement: I want this repaired, There is no reason why the dealerships lack of evaluation should cost me 10,000 dollars to fix a car valued at 20,000. It is clear that they didn't have a desire to do that repair under their warranty. This repair will be done by BMW, I will remain persistent until they do the right thing.

Business

Response:

This letter is in regard to Mr. [redacted]s request to have the valve stem seals issue repaired under the terms of our Extended Vehicle Protection plan.

In view of the fact the Extended Vehicle Protection plan expired on April 5, 2014, Mr. [redacted]’s request for coverage was denied.

Although we are closing our file on this matter, our authorized BMW centers are always available to discuss any issues with Mr. [redacted]’s car.

BMW proudly supports its product, its service, and its commitment to our customers.

Kind regards,

Review: My 2014 Bmw 428i coupe that I bought from Bmw in Freeport has gone to the shop 5 times for chassis stabilization and brake system repair indicators. Each time I'm without my car for a week or more, yet I'm paying monthly for this car and driving it less and less. I filed a complaint months ago because the horn in my car stopped working while driving and I ended up injuring my back because of it. I didn't sue but this is ridiculous. Now I'm still dealing with these issues. Bmw has brushed my main complainant off and has done nothing more than what they have to do as per warranty. I still have a year in my lease and Bmw wants to keep me in a dangerous car that I've told them is dangerous and has real issues. I want this to be on record that have told them about these issues and Bmw has not fixed them. Furthermore I can not recommend a Bmw to anyone because you may actually get seriously injured in them.Desired Settlement: I want a new vehicle that won't kill me and at no cost, courtesy of Bmw, or an employee discount on a new vehicle or reinembursement for payments. Either way they need to offer a better solution than " we will fix it " because you haven't and I don't feel like being embarrassed at work because everyone else has Mercedes and I'm constantly coming to work with another terrible loaner car from Bmw. You guys are still lucky I haven't sued yet

Review: 6/11 RECEIVE EMAIL FROM BMW ADVISING "STOP RIDE". 6/23 RECEIVE EMAIL FROM BMW ADVISING OF 4 REMEDIES. QUICKLY LEARN THAT DEALERSHIP CANNOT PERFORM LOANER BIKE OPTION AND DEALER REFUSES TO HONOR TRADE-IN OPTION. 6/25 I EMAIL BMW ADVISING I AM SELECTING BUYBACK OPTION. 6/26 RECEIVE EMAIL FROM BMW REQUESTING DOCUMENTATION (BILL OF SALE AND COPY OF TITLE). 6/27 RECEIVED EMAIL FROM BMW CONFIRMING RECEIPT OF DOCUMENTATION.

I ALSO TELEPHONED CUSTOMER SERVICE (CS) AND RECEIVED VERBAL CONFIRMATION THEY RECEIVED DOCUMENTATION. I WAS ADVISED I WOULD BE CONTACTED AND RECEIVE REPURCHASE AGREEMENT WITHIN 3-5 DAYS. AS OF 7/9 I STILL HAVE NOT BEEN CONTACTED BY ANYONE. I HAVE CALLED CS 5 MORE TIMES AND HAVE EMAILED CS TWICE. IT APPEARS CS FILTERS CALLS IN COLUMBUS, OH, BUT THE " DECISION MAKER" ([redacted]) IN NEW JERSEY DOES NOT RESPOND TO EMAILS OR TELEPHONE CALLS (VOICEMAILS LEFT). LAST PHONE CALL TO CS RECEIVED INFORMATION THAT PROCESS TAKES 6-8 WEEKS. IT APPEARS THAT EVEN THOUGH BMW HAS PUBLICLY ANNOUNCED REMEDIES PURSUANT TO RECALL, BMW IS NOT FULLY HONORING AFOREMENTIONED REMEDIES, NOR FULFILLING CHOSEN BUYBACKS IN A TIMELY MANNER.

BMW ADVISES THAT CUSTOMERS ELECTING BUYBACK WILL RECEIVE COMPENSATION WITHIN 30 DAYS OF AGREEMENT; HOWEVER, THERE APPEARS TO BE NO TIME RESTRAINTS FOR RECEIVING SAID AGREEMENT (POSSIBLY EXTENDING COMPLETION IN HOPES OF HAVING CUSTOMERS ELECT A REPAIR IF/WHEN IT IS ANNOUNCED).

CONTACTED "[redacted]" ON 7/14/14 AT ###-###-#### AND WAS ADVISED PROCESS TAKES 6-8 WEEKS FOR ISSUANCE OF REPURCHASE AGREEMENT, THEN UP TO 30 DAYS BEYOND THAT TO RECEIVE THE FUNDS. CONVENIENTLY, "[redacted]" ADVISED THAT MY FILE NEVER SHOWS I WAS ADVISED I WOULD RECEIVE A REPURCHASE AGREEMENT WITHIN 3-5 DAYS, NOR 1 WEEK OF DOCUMENT SUBMISSION. HE INDICATED IF I WAS ADVISED THAT, IT WAS DONE SO IN ERROR.

GIVEN THE "STOP RIDE" ISSUED ON THE 2014 BMW R1200RT, I EXPECTED BMW TO HONOR THEIR CUSTOMERS AND EXPEDITE THE BUYBACK PROCESS SO THAT A RIDING SEASON COULD BE SALVAGED BY SOME.Desired Settlement: PROCESS MY REPURCHASE IMMEDIATELY. I WOULD LIKE TO BELIEVE THAT AN ESTABLISHED COMPANY LIKE BMW HAS A QUALIFIED LEGAL DEPARTMENT AND HAS POSSIBLY EVEN HANDLED BUYBACKS PREVIOUSLY. MY REPURCHASE IS STRAIGHTFORWARD. I HAVE SUBMITTED A COPY OF THE BILL OF SALE AND PARTS ORDER AS PROVIDED BY MY DEALER AND A COPY OF THE VEHICLE'S TITLE WHICH I AM THE SOLE-OWNER--NO LIEN.

I UNDERSTAND THE 30 DAY LEGAL REQUIREMENT TO RECEIVE YOUR FUNDS ONCE THE REPURCHASE AGREEMENT IS COMPLETED; HOWEVER, I CANNOT FATHOM HOW THIS ESTABLISHED COMPANY NEEDS 6-8 WEEKS TO PROCESS AND ISSUE THE BUYBACK ORDER. ACCORDING TO VARIOUS INTERNET SOURCES, THERE ONLY APPEARS TO BE 950 TOTAL MOTORCYCLES INVOLVED IN THE RECALL.

IT SHOULD BE NOTED THAT MY ORIGINAL DEALERSHIP OF PURCHASE WAS [redacted] IN [redacted]. HOWEVER, I WAS UNABLE TO SELECT THIS DEALERSHIP FROM THE FORMATS AND WAS ADVISED THAT BMW (NEW JERSEY) WAS FACILITATING THE BUYBACKS.

Review: Dear BMW,

I have now owned 5 BMW vehicles and have been extremely happy with my experience in owning these vehicles, however, I currently own a 2007 BMW X3 with the sport package and I had a problem with my dash airbag light coming on periodically as well as the “passenger airbag off” light coming on even at times when a passenger was sitting in that seat. I took my vehicle into our local BMW dealership to find out that the front passenger side seat occupancy detection mat had failed, that it was not covered under any of the open recalls, and that BMW North America would not cover this due to the fact that there are no open recalls on the vehicle (according to the dealership). Given that this is a safety issue and I put my young teenage son in that seat frequently, I had no reasonable choice but to have this safety feature fixed.

My trouble is, given the fact that there have been MANY open recalls for front passenger side seat occupancy detection mats with BMW, as well as airbag recalls in general throughout all car brands, I pose the question of could my vehicle’s year or model have simply been overlooked and yet received a defective seat occupancy detection mat? A seat mat shouldn’t simply “go bad” on a vehicle, but definitely should not on the passenger side when it has not been abused, in an accident, or had any type of “trauma” caused to it. Airbag systems should last the life of the vehicle unless there is a defect, in my opinion, and again, this exact issue has been recalled on many other BMW models, regardless of age.

Would it be possible for BMW North America to consider the possibility that my vehicle should have been included in a recall but was not? It was $1,255.97 to have this item, which should last the life of the vehicle and is recalled in many other models, properly repaired and re-coded via the dealership. I contacted BMW NA who is telling me they will not cover it due to the age of the vehicle. Age should not matter in this case.Desired Settlement: I would like a refund in the amount of $1,255.97, which is what it cost me to have the passenger detection seat mat replaced at our BMW service center.

Business

Response:

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]

Review: I purchased a [redacted] x3 brand new about 6 months ago from [redacted] Since the day I took it off the lot, I've been driving the vehicle of which periodically will have an extreme gas smell that consumes the whole car for days... After almost 3 months of my car being in and out of there service department, and the vehicle having a puma case open on it. Bmw of North America along with the dealer agreed to replace my vehicle for one of equal. Unfortunately the dealer did not have a vehicle of exact specificstions that Matched the purchase price BMW of North America was allowing so the dealer had to order a vehicle with the same specifications. The vehicle will not be ready until after thanksgiving!!!!! I'm being forced to pay monthly payments on s BMW I haven't driven in almost 3 months and they are no longer providing me with a rental car or loaner. They are forcing me to pick up the vehicle that has a gas issue and this is putting my family in danger. I have a 3 year old and a newborn that can't be in a vehicle where their safety is compromised. I have tried numerous attempts to speak with BMW of North America ([redacted] and[redacted]) that continue to advise me there will be no further compensation.

Please help! And thank you from the bottom of our hearts!Desired Settlement: I'm asking BMW of North America to please waive the monthly payments for the 3 months almost 4 months I haven't been driving the vehicle and/or cover a rental for me and my family. I have a newborn baby and this is an unneccesary expense I can't afford. I can't pay $550 per month for a car I'm not driving and $1000 for a rental. This is too much for me and my family. Especially that this vehicle had a puma case open which was determined it was a manufacture's defect NOT something I did. The car was brand new and I've gone through sooo much already!

Business

Response:

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

Review: Hello,

I purchased a Certified Pre-Owned BMW X5 in 2013 from the [redacted] BMW. In late March, early April I began having problems with the vehicle.

I was driving down a busy road, the "engine malfunction, reduced power" error message came on. I also noticed, the car had turned off and I had not control over the power steering wheel or brakes. I luckily came to a rolling stop and was not rear ended. I called BMW Roadside Assistance which towed my car the the Elmhurst BMW, which is where I purchased the car. The dealer kept the car 2 weeks and could not fix the issue, which I was told was a defective vanos unit, finally this was supposedly fixed. I have since taken the car 3 more times for the same issue.

My wife and I have a newborn and we are afraid and don't trust this car. This vehicle is defective and BMW can't seem to fix the issue.

I have asked BMW to replace the vehicle and they are being negligent. All they have offered is a 1 month loan payment reimbursement in the amount of $760. I have not accepted this nor cashed this check.

Currently I keep getting the run around and am still waiting to hear back regarding a solution.

I need help here in getting this car replaced. I don't want this vehicle shutting off and causing an accident.Desired Settlement: Replacement of vehicle for a new model.

Business

Response:

To whom it may concern, BMW of North America, LLC is still working this case. BMW NA is working with Elmhurst BMW and the center has finished running tests on the vehicle. Writer will update the Revdex.com once there is more information. Thank you. [redacted]

Review: My BMW X5 experienced an engine malfunction on Saturday, Jan. 17th. I immediately took the vehicle to the dealership for service. They needed to keep the vehicle so they shuttled me and my family back home.

On Monday, Jan. 19th, I was notified by the dealer that the engine malfunction was related to a "quiet recall" that the manufacturer had issued on this engine. The dealer stated that the details of the repair and that they would need the vehicle for about a week. I researched this "quiet recall" issued by BMW NA and found the following information:

"This is a 2-part campaign by BMW for cars with the N63 engine. It was announced on 12/29/2014 and called "N63 Customer Care Package", bulletin B001314. The highlights are:

- check the timing chain for stretch; replace if necessary

- check the following items and replace if necessary: fuel injectors, mass air flow sensors, crankcase vent lines, battery, engine vacuum pump, low pressure fuel sensor

- change the oil service interval to 12 months/10,000 miles

The dealership is instructed to provide a LOANER CAR OF EQUAL OR HIGHER CLASS TO THE CUSTOMER (per N63 Customer Care Package Outbound Service Script document)."

My dealership did not have a loaner car available due to excess demand from this engine's problems. I talked to BMW NA Customer Relations numerous times and ultimately was told that an "Area Manager" had declined my request for reimbursment of a rental vehicle. They would not provide any information on the Customer Care Package to me in writing and referred me to the "internet". The dealer would not provide this either. I requested to talk to the Area Manager that declined my request, and was denied. I requested all correspondence with Customer Relations to be in writing, and this was denied as well.

This is now the 12th day I have not had my BMW or a loaner/rental. BMW NA cannot tell me when my parts will arrive to the dealership so my car is unsafe to drive for an indefinite time period.Desired Settlement: My BMW costs me $30-40 a day to own in loan payment, taxes, insurance and depreciation. $35 is also the cost the dealership quoted me to rent a car. I would like BMW NA to pay me $35 for each day my vehicle was inoperable and a loaner/rental was not provided, per the unqualified written agreement mentioned in this complaint. As of today, this would be $420.

Business

Response:

Mr. [redacted] was provided a goodwill gesture for no loaner car and vehicle days out of service.

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: While driving from work, my 2013 bmw 328xi, (56K miles), produced an engine and drivetrain notification malfunction. The car slowed dramatically and would vibrate when turned on/off. I bought the vehicle to the nearest certified bmw dealership in Ramsey, NJ for diagnosis. I was given a courtesy loaner, then contacted the next day to be told the car was giving an engine error reading and further investigation has to be conducted. I gave the go ahead, and the dealership opened up the engine itself and discovered that the engine's camshaft and the timing chain are off. I was told the engine is totaled, and would need to be replaced. Unfortunately, this occurred 6,000 miles outside the expired warranty. I stated to them I only drive this car to and from work (90% highway miles), and this sort of thing should not happen to a bmw purchased brand new only 2 years prior. The dealership then looked up the history of the oil maintenance and they determined that I am at fault/neglect for having the first oil change done at 23,000 miles and must therefore pay $13,668.15 + 7% tax for a new engine under a warranty option. This isn't the first problem I had with this vehicle, and believe that the engine was defective from day one. I was told that the engine damage occurred between mile 2 when vehicle was purchased / picked up, and mile 23,000 at 1st oil change. This means damage occurred within the warranty period. I was also told that the oil change need only be done once a year, with no specified odometer reading, only that "depending on how car is driven" a very broad and ambiguous term. I did have the initial oil change done within the one year from time of purchase that happen to be at 23K miles. I was told initially that bmw of north America will offer a "good will" service, and whatever they found the problem to be, they would in "good will" pay for it. Now that they discovered the entire engine needs to be replaced, they have retracted and offered only to contribute $2500.00 a serious ethical issue.Desired Settlement: This engine replacement should be covered by BMW. I would like for bmw of north America to pay at least 60% to 70% if not the entire cost for replacing the engine. They promised me that what ever they discovered the problem to be, they would in "good will" pay for it. I am not neglectful, I have a record of having my oil changes done when they should, and have never had this issue before when I owned a previous 5 series bmw. subsequent oil changes where done timely with this current 3 series.

Business

Response:

The current mileage of the above vehicle is 56,000 miles and no longer supported by the 50,000 miles or 4 year BMW New Vehicle Warranty. As a goodwill gesture, BMW NA agreed to offer this customer $2,500.00 goodwill assistance toward the cost to replace the engine, which was driven at least 9,300 miles with an overdue oil service. Prestige BMW reduced the estimate from $17,000.00 to $13,600.00. We feel our offer is fair and it is final.

Review: The below excerpt is from an email that I have sent to multiple people at BMW of [redacted] located in [redacted] regarding my most recent trip for service on my 2014 BMW 328i. The service received was horrible and I have tried several times to resolve this with management, but no one will get back to me. I suspect that they are not taking ownership of the problem and they have no desire to serve their customers. This is not what I expected when I purchased my BMW. As it stands, I fully regret ever giving my money to this dealership. If this behavior is condoned by BMWUSA, I fully regret every buying this vehicle. The email below was forwarded to Customer Service manager "Yadira" and to manager Andrew [redacted]:"I was impressed with my initial phone call to schedule my service because the person I spoke with (Carlos) was very professional and friendly. I looked forward to bringing my car in, but I had to wait a bit to ensure I would get a loaner, which I would need to use to get to work that afternoon. When I arrived to drop my vehicle off, I was about 10 min early, so I suspected that I would have to wait a bit. I was greeted by a female staffer with an iPad or some other tablet, who took some of my information and then explained that she would find my service advisor. After waiting for quite some time, I was finally forwarded to another service advisor, who seemed extremely busy. I think his name was BJ. Although I can't say he wasn't friendly, he seemed very preoccupied, which I can imagine was the case considering he was one of only 2 advisors I saw working. After waiting for some time, BJ was able to address my needs. I explained that I was there to address an oil change, 20,000 mile service, fuel pump recall and an issue with my headlights (still under warranty). BJ began to pull everything up and, after getting the paperwork together, he told that he would take care of the car. I asked him about the loaner vehicle and he proceeded to call the shop to see how long the pump recall would take. After getting off the phone, he said that the vehicle would be ready in 40 minutes to an hour. I don't know if this was an attempt to change my mind about the loaner, but I needed to go to work, which is why I had to wait for a week and a half to bring it in (the loaner). I explained that and he said that someone would set up my loaner for me. The original female staffer (unknown name) escorted me to the bay where a 328i was waiting for me, which was nice. Now, later in the afternoon, around 5pm (4.5 hrs later), I received a call from BJ telling me my car was ready. I work til 7pm, so I had to wait til morning to come get the vehicle. I asked BJ what was done about my headlights. My original complaint was that my headlights are extremely dim and it is difficult to see the roadway markings at an acceptable distance at night. The state minimum is at least 150 feet and I don't believe my vehicle meets that standard. This is what I explained to BJ. When I asked him what was done, he stated that the service techs parked my car next to another 328i and compared the headlights and they appeared to be the same. I don't know about you, but it is not possible for someone to gauge candlepower lumens for lights by eye, especially comparing it to another vehicle in the daytime. If this is a manufacturer's engineering defect, the 328i's across the board would all have the same issue, so I also don't see the logic in doing that either. My issue is that it is difficult to see roadway markings, which is a pretty serious issue. I have 20/10 vision (perfect vision), so I know it's not an issue with my eyesight, so hopefully you can see the dilemma here. Since my issue was not addressed by your staff, I decided to pick up my car and address it with the customer service personnel. I arrived to pick up my car and my service advisor was no where to be found. The cashier attempted to go over my paperwork with me and she was very professional and nice. I took my paperwork and went to the front to get my car. The employee that drove my car up parked it, handed me my keys and walked off. There was sticky residue all over both sides of my car under the mirrors, across the doors and across my hood. I ended up having to wash the car again with my own money. This was obvious to anyone who saw the car, so that was disappointing as well.In summary, I bought the BMW for the car and the service. The car isn't meeting standards and, up to now, the service has been utterly disappointing. I regret purchasing this car from your dealership considering the treatment I have received so far. It's apparent to me that no one there cares about the safety of your customers and I plan on taking this up with BMW North America as soon as practicable."I have filled out two different surveys regarding this visit and, with the exception of a phone call that I received on a Saturday afternoon while I was working (and couldn't talk), no one has followed up with me. In addition, I used my windshield wiper fluid for the first time yesterday since picking up my car after the oil change. My "low reservoir" light came on for the wiper fluid. It's apparent that the service technicians did not do the multi point inspection as described in their paperwork and I have concerns about whether they actually did any work at all on my vehicle now. BMW should not condone this type of business behavior and I would like to know what BMW is willing to do to remedy this. This is the most horrible example of service I have experienced at a Car Dealership. BMW should be ashamed.Desired Settlement: I would like BMW to make this right. I paid a lot of money for this vehicle and for their representative to shrug off customers' concerns and safety is a huge issue for this brand. I would also like this dealership to be investigated by the company. I don't believe they are performing the service that they advertise and, if that's the case, it is a serious safety issue and a huge liability concern. BMW should be treating their customers better and they aren't.

Business

Response:

Mr. [redacted] was not happy with the customer service he received at BMW of [redacted]. His issues were relayed to the appropriate management personnel. After discussing his concerns, Mr. [redacted] agreed that he would bring his vehicle to another authorized dealership and agreed to an appointment that we scheduled for him at Autobahn BMW with our BMW technical engineer. The engineer made sure the headlights beams where correctly aligned and verified the lights were operating as designed. He also had the foreman drive the vehicle home overnight and he also confirmed the lights are operating properly and the vehicle was returned to him.