BMW of Port Chester NY Service

In response to [redacted] concerns about his vehicle not being completed – we invited [redacted] back to our facility and on Repair Order # [redacted] rectified his concerns of a check engine light and his missing key – all repairs were performed at no charge to him and he was provided alternate transportation in the form of a no charge rental vehicle for the duration of the repair – [redacted] has picked up his vehicle and is enjoying it today- If you have any further questions or concern please do not hesitate to contact me directly Thank you for the opportunity to respond to [redacted] concnerns

The business has responded Please see below: [redacted] appears to have made up his mind and anything additional replies we make will not change that We have no further comments or statements r***rding this complaint Dave R [redacted] Fixed Operations Director BMW Service Center [redacted] Desk:###-###-#### Cell:###-###-####

In response to [redacted] ***’s claim, I apologize for the delay on this, I was unaware of this complain until recently. I believe he spoke to Joe M [redacted] the service manager and the lack of a reply was caused by a delay in getting the... videos. We have requested they be sent to us from our surveillance company again in CD format. We have reviewed them and [redacted] ***’s claim is without any merit or facts that I can see. The vehicle arrived the morning of April [redacted] and never left the building until [redacted] drove it out on April ***. Our body repair shop is inside our Service & Parts building. Our policy is that we do not drive customers vehicles vehicle without permission or without a legitimate reason such as verifying a concern or verifying a repair. There is absolutely no tolerance for any employee abusing or damaging a vehicle and if there was cause for us to suspect this, we would have admitted it and rectified the situation immediately. I do apologize if the radio settings were changed or if my employee Arturo did not appear sincere or empathetic enough to [redacted] ***’s concerns. I would be willing to check out [redacted] ***’s vehicle for free but after reading complaint, there is a mistrust that I don’t believe will ever be fixed so that makes any future relationship difficult and for that I an especially sorry. I can be reached by email or by phone below. Best R***rds, Dave R [redacted] Fixed Operations Director BMW Service Center [redacted] Desk:###-###-#### Cell:###-###-####

At this time, I have been contacted directly by BMW of Port Chester NY Service regarding complaint ID [redacted] , however my complaint has NOT been resolved becauseAlthough not completely satisfied, I'm in the process of getting my discount off my brakes serviceI will keep you guys posted! [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The Revdex.com contacted *** *** who said he will be going to Small Claims Court
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The business has respondedPlease read below.*** *** s vehicle was brought in for Service and the key was accidently misplacedWe ordered a new key for the vehicle** *** came
to our center to retrieve items from his carThe advisor was unable to locate the car on our lot before finding it parked in our Front storage areaWhen *** *** saw his vehicle he told us the rims omn the car were not his - we reviewed our cameras but do to the time that had passed were unable to look backfar enough to track his vehicle oevery minute it was here
We have already replaced *** *** rims and tires with new, we have recertified the vehicle as he requested , we have performed a no charge Wheel alignment and have offered him % off the cost of the brakes his vehicle is due for
** *** has not as of yet accepted our brake offer,
His car other than the brakes has been ready for pickup for PICK UP SINCE 8/**/*** *** has also had use of a BMW Loaner car while his X has been here for Service and repairs
We have apologized to *** *** on many occassions for his experience with our center during this visit and have respectfully asked *** *** to drop off our loaner vehicle and pick up his car as we have completed all of the agreed upon conditions he set for pick up

SPoke with *** *** once we received the photos we requeted from himCompared photos with our invoice and the invoice he provided us from the other repair shop and determined thru part numbers we did not perform and repair or replacement to the comopnents in questionOur repairs were made on a
different set of components which there was deemed nothing wrong with.
We do stand behind every repair we perform and provide a year unlimied mileage parts warranty on all components purchased by our clients
Thank you for the opportunity to respond to this concernWe did speak with the client prior to receiving notification of theis complain in the mail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Complaint has not been resolved-they stated that my vehicle was rectified and its has not been.They need to provide this in a email or written letter. They misplaced my other key now also. I want everything in writing that it was re-certified.They should have fixed the brakes for free.. Not offer a 50% discount.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted directly by BMW of Port Chester NY Service regarding complaint ID [redacted], however my complaint has NOT been resolved becauseAlthough not completely satisfied, I'm in the process of getting my discount off my brakes service. I will keep you guys posted! [Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to [redacted] concerns about his vehicle not being completed – we invited [redacted] back to our facility and on Repair Order # [redacted] rectified his concerns of a check engine light and his missing key – all repairs were performed at no charge to him and he was provided alternate transportation in the form of a no charge rental vehicle for the duration of the repair – [redacted] has picked up his vehicle and is enjoying it today-
If you have any further questions or concern please do not hesitate to contact me directly.
Thank you for the opportunity to respond to [redacted] concnerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here
 Your response of mistrust and offering to provide a free check up for my car only proves that this so called delay of waiting for tapes of surveillance is just your establishment trying to cover the fact that an employee in your business took my car to joyride for 3 days. Any normal and honest business would have reviewed surveillance, established no wrong doing on its part and vehemently and confidently phone called any accuser and demand retraction of said statements defaming a certain business. You on the other hand wish to try and look like the fair and honest manager but in fact its clear to see this delay is nothing more than a smokescreen. 41 days? To review an incident that only took 48 to 72 hours? Utterly preposterous. The good news is there's surveillance footage. And youve reviewed it. Any attempt to erase it on your part whether time lapsed or expiration will only result in your loss in court. This all could be averted if you pay for the damages to my vehicle. But as you stated, there is mistrust. But your establishment created it. Remember, I brought my business to you, not the other way around. Pay for the assessment of damages or will drag your establishment into court. Some people dont cherish there vehicles. I am not one of those people especially when its a brand new m vehicle with only 4k miles on it. Your employee who broke the rules is going to make you liable and so is that tape. This complaint is proof the surveillance exists. Any attempt to erase or eradicate will prove negligence for damages to my vehicle (property)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
[redacted] appears to have made up his mind and anything additional replies  we make will not change that.  We have no further comments or statements r[redacted]rding this complaint.
 
 
 
Dave R[redacted]
 
Fixed Operations Director
BMW Service Center [redacted]
Desk:###-###-####
Cell:###-###-####

In response to [redacted]’s claim,   I  apologize for the delay on this, I was unaware of this complain until recently.   I believe he spoke to  Joe M[redacted] the service manager and   the lack of a reply was caused by a delay in getting the...

videos.  We have requested they be sent to us from our surveillance company again in CD format.  We have reviewed them and [redacted]’s claim is without any merit or facts that I can see. The vehicle arrived the morning of April ** and never left the building until [redacted] drove it out on April [redacted].  Our body repair shop is inside our Service & Parts building.   Our policy is that we do not drive customers vehicles vehicle without permission or without a legitimate reason  such as verifying a concern or verifying a repair.  There is absolutely no tolerance for any employee abusing or damaging a vehicle and if there was cause for us to suspect this, we would have admitted it and rectified the situation immediately.      I do apologize if the radio settings were changed  or if my employee Arturo did not appear sincere or empathetic enough to [redacted]’s concerns.   I would be willing to check out [redacted]’s  vehicle for free but after reading complaint, there is a mistrust that I don’t believe will ever be fixed so that makes any future relationship difficult and for that I an especially sorry.     I can be reached by email or by phone below.   Best R[redacted]rds,   Dave R[redacted]   Fixed Operations Director BMW Service Center [redacted] Desk:###-###-#### Cell:###-###-####

Review: The service center tried to blame me for crossed wires in the DME of my engine. The car needed to be towed into the service center on 12/**/2014 at 1am in the morning. The car is under full regular warranty and and the extend one. The service center dragged there feet with numerous lies. My car was at the service center for over 90+ days. During my cars stay Mgmt was fired [redacted] is the gm and the new service director is [redacted]. I have over 100 emails and calls with the service center. At first they refused to fix the car. After non stop emails and calls and in person meetings the Regional Director finally agreed to a goodwill repair. It took months and he was never contacted or made aware of my issue. When the car was there it picked up a cracker driver side mirror, A blown rear tire, A dented rear rim, Who knows what was touched in the engine bay as I was told many different things over many months. They also refused to do the well known N63 CCP campaign, it was like pulling teeth to get them to honor the commitment. I also filed a Safety complaint with the [redacted] My own service adviser told me to file a complaint with [redacted]. They refuse to compensate me for time down on my vehicle after having it for over 3 months. They leave me no choice but to go after them with a lawsuit. Stay away from this service center.Desired Settlement: We want compensation for time down. My car was out of my possession for over 3 months. I made 4 1050.00 car payments in that time and I want some of that money back. I paid for a car that I was not able to use. No matter what the above issue there is no reason possible for them to have the car this long and not respond in a timely manner. We have every email and communication with them including phone messages to show there negligence. I will sue in Small claims and start a social media campaign.

Consumer

Response:

At this time, I have not been contacted by BMW of Port Chester NY Service regarding complaint ID [redacted].Sincerely,[redacted]

Review: I was in an accident and had my car towed to Port Chester BMW for repairs. Thier customer service was horrible. They would not return calls (and still dont) and had delays in the repairs. I called and left at least 7 messages for an update and never got an answer or returned call. My insurance company and car rental company both called for update too but were unsuccessful getting anyone on the phone. The lack of response and delay in repair casued my insurance company to stop paying for my car rental since it was "past typical repair time". I had to go out of pocket on the additional days of car rental until finally was able to get a conference call with the dealership and my insurance company where they said the parts were not on back order and they didnt know why it was taking this long. The terrible serivce continued when I went to pick up my car. They claimed to have never refceived the check from my insurance company even though I had a tracking number and proof they received the check. They would not release my car until I personally paid for all the repairs (@4k) to find they then cashed the check from my insurance company the next day. It took several calls to get reimbursed. Thise were all small issues but still annoying to deal with. However thier repair job was criminal. They put on the wrong tire rod and did not secure it properly too. I had to take my car to another BMW dealership which told me the repairs were unsafe to drive. They provided me with pictures of the wrong parts and how it was unsafe to drive. I have sent this to the [redacted] at Port Chester and was told they would look into this. It has now been a month and I have sent 4 emails and 10+ messages with no success in having anyone get back to me.I had to pay an additional $800 in repairs to fix thier terrible repair job. Luckily I am just out $800 and several days of trying to track down these criminals that work there and was not in a severe accident due to the unsafe car they gave back to me.Desired Settlement: I would like to be refunded the additional repairs I had to go out of pocket on to fix the wrong repairs. I have provided invoices, pictures, text messages from the other BMW dealership I had to take my car to fix Port Chester's mistakes. This is something that should have been done already. If it was my shop, I would throw in a free oil change/state inspection or something. However, if it was my shop I would not allow wrongly repaired cars to hit the streets and would reply in a timely manner.

Business

Response:

SPoke with [redacted] once we received the photos we requeted from him. Compared photos with our invoice and the invoice he provided us from the other repair shop and determined thru part numbers we did not perform and repair or replacement to the comopnents in question. Our repairs were made on a different set of components which there was deemed nothing wrong with.

We do stand behind every repair we perform and provide a 2 year unlimied mileage parts warranty on all components purchased by our clients.

Thank you for the opportunity to respond to this concern. We did speak with the client prior to receiving notification of theis complain in the mail

Review: Brought my vehicle in for repair work on 6/**,after week 1, my vehicle was not started, I called bmw, only to find out my keys couldn't be fount, after 3 days my [redacted] called me and stated I needed to bring in proof of registration so they can replace my key. fast forward to the next week, I made a surprise visit to retrieve some items out my vehicle, my [redacted] could not find my vehicle for over an hour. I spotted my vehicle out of the bmw service yard. here's the issue-1- rims and tires were stolen off my vehicle,2-keys were missing for days and I asked [redacted] if I should be alarmed, he stated no. Now whoever took my vehicle and keys did whatever they wanted to do to it. I want my rims and tires back plus I want my vehicle re-certified by bmw. My vehicle was tampered with. after 7 weeks they call to tell me that my brakes are low and they can give me a 20% percent discount.You have my vehicle for 8 weeks and the 7th week you're telling me my vehicle needs brakes? they should have fixed everything on my vehicle being that it went missing for 48 hours and upon return rims and wheels are missing.Why would I drive my vehicle off the lot knowing that it was tampered with by someone within their service center? I know trust them or their staff.Desired Settlement: RIMS AND TIRES BACK4 WHEEL ALIGNMENTBRAKES FIXEDVEHICLE RE-CERTIFIEDALL WORK WARRANTIED

Business

Response:

The business has responded. Please read below.

[redacted] s vehicle was brought in for Service and the key was accidently misplaced. We ordered a new key for the vehicle. [redacted] came to our center to retrieve items from his car. The advisor was unable to locate the car on our lot before finding it parked in our Front storage area. When [redacted] saw his vehicle he told us the rims omn the car were not his - we reviewed our cameras but do to the time that had passed were unable to look backfar enough to track his vehicle oevery minute it was here.

We have already replaced [redacted] rims and tires with new, we have recertified the vehicle as he requested , we have performed a no charge Wheel alignment and have offered him 50 % off the cost of the brakes his vehicle is due for.

[redacted] has not as of yet accepted our brake offer,

His car other than the brakes has been ready for pickup for PICK UP SINCE 8/**/14. [redacted] has also had use of a 2014 BMW Loaner car while his 2008 X 5 has been here for Service and repairs.

We have apologized to [redacted] on many occassions for his experience with our center during this visit and have respectfully asked [redacted] to drop off our loaner vehicle and pick up his car as we have completed all of the agreed upon conditions he set for pick up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Complaint has not been resolved-they stated that my vehicle was rectified and its has not been.They need to provide this in a email or written letter. They misplaced my other key now also. I want everything in writing that it was re-certified.They should have fixed the brakes for free.. Not offer a 50% discount.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

In response to [redacted] concerns about his vehicle not being completed – we invited [redacted] back to our facility and on Repair Order # [redacted] rectified his concerns of a check engine light and his missing key – all repairs were performed at no charge to him and he was provided alternate transportation in the form of a no charge rental vehicle for the duration of the repair – [redacted] has picked up his vehicle and is enjoying it today-

If you have any further questions or concern please do not hesitate to contact me directly.

Thank you for the opportunity to respond to [redacted] concnerns

Consumer

Response:

At this time, I have been contacted directly by BMW of Port Chester NY Service regarding complaint ID [redacted], however my complaint has NOT been resolved because

Although not completely satisfied, I'm in the process of getting my discount off my brakes service. I will keep you guys posted! [Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,